DescriptionPlease note that this is a hybrid position of 3 days/week in our London office. We are monday.com, a global software company transforming how businesses run. Our product suite can adapt to the needs of diverse industries and use cases within one powerful platform, empowering ~245,000 customers worldwide to reimagine how work gets done, drive greater efficiency, and scale like never before. With over 2,500 employees across the globe, we grow by prioritizing transparency and knowledge sharing. We care about the impact you make, not the hours you clock, so we encourage initiative, ownership, and fresh thinking. We back our people with flexible work, wellness and mental health support, and a work environment built on collaboration. We’re looking for a passionate and highly skilled R&D Technical Support (RTS) to join our Customer Experience (CX) organization in London. RTS is the highest level of technical support at monday.com. Our RTSs act as the bridge between our customer-facing teams and R&D, owning complex product domains, solving deep technical problems, and driving long-term impact through collaboration, data, and expertise. This role requires more than technical troubleshooting — it calls for strong stakeholder management, cross-functional communication, and the ability to move between hands-on technical work and strategic, high-impact initiatives. If you're someone who thrives in a fast-changing environment, knows how to build trust with technical and business teams, and can identify and drive areas of opportunity — we’d love to meet you. About The RoleAs an RTS, you’ll be the go-to technical expert for a specific domain within the monday.com platform. You'll own escalated cases from our support teams, collaborate closely with R&D, and lead initiatives that improve product quality, reduce friction, and enable scale. What you’ll do: - Investigate complex technical issues escalated from our global CX team using tools like Chrome DevTools, API logs, and internal monitoring systems. - Become a subject-matter expert (SME) in a product domain (such as Automations, Boards, APIs, Auth, Marketplace), with deep product understanding and tight collaboration with the relevant R&D squad. - Collaborate cross-functionally with a wide range of stakeholders — including R&D, Product, Account Managers, CSMs, Implementation Consultants, Ops, and Data teams — adapting your communication style and focus to match the audience. - Identify areas of opportunity and drive initiatives that reduce ticket volume, increase efficiency, or improve the customer experience. - Shift seamlessly between urgent escalations and long-term strategic work, using judgment to focus your efforts where they’ll have the most impact. - Analyze data to detect trends, discover root causes, and support decision-making around product fixes or support enablement. - Create and maintain documentation, build training materials, and enable lower-tier support teams to handle more technically complex cases independently. - Join calls with customers and internal stakeholders as a trusted technical expert, especially in critical or sensitive situations. - Own and improve internal processes around escalations, bug management, and communication between technical and customer-facing teams. Requirements - 4–5 years of experience in technical support or similar roles (SaaS/B2B preferred). - Strong troubleshooting skills and critical thinking. - Experience performing bug investigations and root cause analysis, and communicating findings to both technical and non-technical audiences. - Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations. - Strong data-driven mindset — able to explore, analyze, and present insights to guide decisions; SQL, Redash. - Proven ability to work with a wide range of stakeholders — including R&D, Product, Account Managers, Customer Success, Implementation, and Ops — with excellent interpersonal and communication skills. - Comfortable with fast context switching, managing escalations while also contributing to strategic initiatives. - Experience with process building and improvement to support operational efficiency. - High ownership mentality, proactive attitude, and ability to work independently while collaborating closely with others.

• Providing troubleshooting and technical support to clients via e-mail and live chat • Assisting with all cases of RedTrack clients and providing support by helping to identify various issues • Supporting clients in configuring accounts to ensure a successful customer journey • Keeping accurate notes and details on support requests • Communicating with the team members regarding ongoing issues • Documenting software problems for review and correct actions • Troubleshooting, first-level diagnostics, providing technical and product expertise to clients’ queries • Working cross-functionally with Product and Sales teams

• Learn our real estate CRM and IDX website products and platform inside and out. • Engage with our customers with respect, kindness, and enthusiasm during your ongoing interactions. • Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems. • Leverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently. • Contribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative. • Help drive strategy to make our support platform more efficient and scalable as our customer base continues to grow. • Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves. • Collaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations. • Answer phone, email, form-fill, and other support tickets on technical, educational, and account matters. • Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment. • Recognize at-risk customers and assist in their recovery.

Role Description Convergint is looking for a full-time, enthusiastic, results-driven, and forward-thinking Remote Services Technical Support Specialist to join our amazing culture. Under general supervision, the Technical Support Specialist II is responsible for configuring, commissioning, and supporting enterprise access control and video management systems across customer environments. This includes: - System programming - Device integration - Troubleshooting controllers and field hardware - Validating system functionality during startup and service activities The position requires hands-on experience with physical security platforms such as: - Lenel OnGuard - Genetec Security Center - CCURE 9000 - Similar systems This role serves as a technical interface with customers, supporting live systems, resolving faults, and ensuring system performance aligns with operational requirements. Work includes: - Remote diagnostics - Coordination with field technicians - Occasional direct involvement in system commissioning and testing Candidates should have practical experience working with physical security systems in a service, project, or field support capacity. General IT experience alone is not sufficient for success in this role. May provide guidance to less-experienced team members and support standardization of system configurations and support practices. Qualifications - Strong customer focus and ability to work under pressure - Solid technical skills and experience related to electronic security systems (CCTV, Access Control, Intercom, etc.) - Prior experience with one of the following brands: - Milestone - Genetec - Lenel - Avigilon - CCURE - Brivo - Genea - Alta - Solid programming skills and proven ability to troubleshoot problems and look for solutions - Must be a self-starter and work well without direct supervision - Strong verbal, written and interpersonal communication skills - Solid organizational skills and the ability to handle multiple projects simultaneously - Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel) and proficient in other relevant applications - Good skills with spreadsheets and data management - Good networking skills - Working knowledge of physical security and door hardware - Understanding of relay and relay logic Requirements - High School diploma or equivalent - Relevant trade experience preferred - Minimum of 2 years of previous, relevant field experience required - Experience in the electronic and security industry required - At least one active certification in video management systems (CCTV) and one active certification in access control from a recognized manufacturer or platform provider is preferred - Relevant platforms include enterprise systems such as LenelS2, Genetec, Software House (CCURE), Milestone, Avigilon, or similar - Equivalent hands-on experience with these systems may be considered in place of formal certification, provided the candidate can demonstrate strong proficiency in system configuration, troubleshooting, and support Benefits - Company Holidays and Paid Time Off - Immediate comprehensive benefit plan (medical, dental, etc.) - Employer contribution to RRSP - Work environment committed to safety - Colleague Assistance Program - Tuition reimbursement - Corporate Social Responsibility Day - And much more... Company Description Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer. Disability accommodations are available on request for candidates taking part in all stages of the recruitment process.