Technical Support Analyst – SaaS

Please note that we will never request payment or bank account information at any stage of the recruitment process. As we continue to grow our teams, we urge you to be cautious of fraudulent job postings or recruitment activities that misuse our company name and information. Please protect your personal information during any recruitment process. While Monks may contact potential candidates via LinkedIn, all applications must be submitted through our official website (monks.com/careers).We’re looking for proactive, self-driven professionals who take ownership and go beyond resolving tickets to improve systems, processes, and overall customer experience. If you enjoy solving complex problems, digging into data, and collaborating across teams, this role is for you. Key Responsibilities Customer Support & Issue ResolutionAct as the first or second point of contact for customer queries via chat, email, and ticketing systems. Take full ownership of issues and ensure timely resolution across product functionality, configuration, and data-related concerns. Technical TroubleshootingDiagnose and resolve technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs or integration gaps. System Configuration & Integration SupportSupport system configuration and administrative tasks, including API troubleshooting, integrations, and monitoring application performance to maintain platform stability. Documentation & Knowledge ManagementCreate and maintain knowledge base articles, troubleshooting guides, and internal documentation to improve team efficiency and enable customer self-service. Cross-Functional CollaborationWork closely with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear documentation, reproducible steps, and impact analysis. Partner with QA to identify opportunities for automation. Incident Management & Continuous ImprovementCommunicate proactively with customers during incidents. Contribute to post-mortems by identifying root causes and driving long-term improvements in systems and processes. Required Skills & Qualifications Technical Skills• Experience with ticketing tools such as Jira or similar• Strong SQL skills for data analysis and troubleshooting• Familiarity with API testing tools like Postman and basic scripting (e.g., Bash)• Ability to read logs and debug application issues Product Understanding• Ability to understand complex SaaS products, configurations, and integrations Problem Solving• Strong analytical mindset with the ability to identify patterns and root causes, and recommend scalable solutions Communication• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to diverse stakeholders Experience • 4 to 7 years in technical support, application support, or customer-facing technical roles• Experience in a B2B SaaS environment is a plus#LI-Remote#LI-PP1About Monks Monks is the global, digital-first, data-driven, unitary operating brand of S4Capital plc, where our culture centers on how we show up for the work and for one another. That begins with the commitment to strive for mastery—taking deep pride in our craft and creating work that sets the bar. In everyday execution, we drive momentum by choosing bold action rather than waiting for certainty. Above all, our teams are stronger together, bringing diverse perspectives into a unified team that communicates with clarity, trust, and mutual respect. This commitment to craft and innovation translates directly into widespread industry acclaim: Monks was named a Contender in The Forrester Wave™: Global Marketing Services and a leader in the 2026 Gartner® Magic Quadrant™ for Global Digital Marketing Agencies. It ranks among Cannes Lions' Top 10 Creative Companies (2022-25) and remains the only partner featured in AdExchanger’s Programmatic Power Players list every year (2020-24). Named Adweek’s first AI Agency of the Year (2023) and The One Show’s inaugural AI Pioneer Organization (2025), Monks was also awarded Business Intelligence Group’s 2026 Excellence in Artificial Intelligence Award in the Human-Machine Interaction Team category. Additionally, Monks.Flow earned AI-based Marketing Solution of the Year at the 2026 AI Breakthrough Awards and a 2026 Global Generative AI Award in the Agentic Marketing Innovation category. Finally, Monks achieved a record-breaking number of FWAs and continues to hold the most of any partner. We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.