Technical Support Specialist
About the position
monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition. CX at monday.com is evolving. As part of the CX–TT organization, we're looking for a Technical Support Specialist who combines strong product knowledge with deep technical depth and strategic thinking. This individual can resolve what's in front of them while understanding how we increase business value for customers, leading to expansion and retention. You'll be the primary point of contact for customer product and technical questions, and just as importantly, the person who notices when a customer's need is bigger than the ticket at hand and knows how to bring in supporting teams to deliver the fuller solution.
Responsibilities
- Own inbound customer interactions end-to-end — effectively understand customer needs, and provide resolution to complex product questions, technical investigations, and product configuration — across chat, email, and Zoom meetings.
- Diagnose root causes, not just symptoms, and use AI tools to work faster without losing accuracy or a human touch.
- Maintain a high bar for quality, and follow through on every case you own.
- Run real discovery: ask the questions that surface what a customer actually needs, not just what they asked for.
- Identify when a customer's need points to a bigger product value opportunity - process redesign, deeper technical implementation, or a strategic account motion rather than a one-off fix.
- Present solutions the way a customer experiences them: the reasoning, the business value, and the path forward — not a feature tour.
- Customer education: Enable the customer not only on the specific solution but also on the product itself to ensure they become more independent and confident building on their own.
- Collaborate directly with Tech Touch teams to hand off or co-own cases that need deeper technical or strategic engagement, so the customer gets one coherent experience, not two disconnected teams.
- Flag patterns and opportunities you're seeing on the ground to TT and to CX leadership, so the wider team can act on them.
- Build and share product and technical knowledge with the team; mentor newer teammates as you grow.
- Stay current on new features, especially AI capabilities, and bring that knowledge into customer conversations.
Requirements
- Service-oriented: we’re looking for candidates who are passionate about working with customers and thrive by uncovering customer needs and building solutions. If you are excited about speaking with customers, getting to know their business flows, and staying patient and empathetic in sensitive customer interactions, this is the place for you.
- Ability to learn a product quickly and go genuinely technical with it — this is a baseline expectation, not a stretch goal.
- Comfort with ambiguity and a fast-changing environment; you adapt rather than resist.
- Strong communication skills - you can explain a technical idea clearly to a non-technical audience and vice versa.
- Prior professional experience: You bring technical expertise and customer savvy.
Nice-to-haves
- Premium or white-glove customer support experience — you're used to owning the relationship, not just closing the ticket.
- Customer Success experience. It's a plus, not a requirement — what matters more is that you know how to build trust and drive a conversation toward value.
Benefits
- Competitive salary, benefits, bonus potential, and equity eligibility for many roles — we believe people should share in our success
- Grow fast through a dedicated L&D team, AI workshops, bootcamps, and internal hackathons - the industry moves quick and so do we
- A collaborative, global culture backed by Employee Resource Groups and workplace teams across New York, Tel Aviv, London, Munich, Warsaw, Tokyo, Sydney, and more
