• Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations that communicate business performance, key priorities, and operational outcomes. • Build and maintain reporting frameworks that track core business metrics—such as CSAT, time to resolution, and cost to serve—and synthesize findings into actionable insights for senior leadership. • Translate complex data and operational trends into clear, compelling stories that inform strategic decisions and drive alignment across the organization. • Drive cross-functional collaboration across Technical Support, Product, R&D, Sales, and Business Technology teams to align on priorities and execute on key initiatives. • Lead and manage special projects and operational improvement efforts that enhance efficiency and customer experience within the Technical Support ecosystem. • Leverage AI tools (e.g., Claude, ChatGPT) and self-service data capabilities on a day-to-day basis to accelerate analysis, content generation, and workflow automation. • Own and operationalize AI governance across the support organization — tracking tools, skills, and use cases being built across teams, establishing versioning standards, and ensuring best practices are shared rather than siloed • Identify and close information gaps through independent research, data exploration, and rigorous synthesis — returning with something richer than the original ask • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Lead Network Engineer (Tier 3 Network support) Role Overview The Global Network Engineering team is responsible for: supporting and assisting in the design, architecture, implementation, security, and ongoing support of large-scale, multi-site, multi-vendor MPLS network environments. As a Lead Network Engineer on the Tier 3 Network support team, you will be responsible for preparing high-level (HLD) and low-level (LLD) network designs to support both the expansion of existing Mastercard network environments and the build-out of new greenfield sites. This includes coordinating with internal stakeholders, engineering teams, and external vendors/service providers to ensure the network is designed, implemented, validated, and fully ready for go-live. The role involves end-to-end ownership across solution design, implementation guidance, testing, and operational readiness. Work Arrangements: • Hybrid work arrangements with minimally 3 days onsite. • Regular hours with occasional need for standby support will be required especially during critical project implementation phases. • Occasional travel might be required depending on business needs. All about You The ideal candidate should possess the following skills/competencies: 1. Core Networking (Routing & Switching)• Strong experience with BGP, MP-BGP, OSPF, EIGRP, IS-IS, etc. and advanced routing scenarios• Expertise in Spine-Leaf architectures• Hands-on SD-WAN (Cisco, Viptela, Fortinet, etc.)• MPLS, Traffic Engineering, and Segment Routing• IPSec VPN, DMVPN, GRE, and secure overlay design 2. Security & Firewall Technologies Expert-level proficiency with major security platforms:• Cisco (ASA / Firepower)• Check Point• Palo Alto Networks• Fortinet / FortiGate Including:• Firewall policy design• NAT, VPNs, segmentation• Zero-Trust and secure perimeter controls 3. Troubleshooting & Operations• Strong ability to troubleshoot complex Layer-2 / Layer-3 network issues• Packet traces, flow analysis, routing convergence, failover analysis• Ability to triage multi-vendor and multi-domain issues 4. Communication & Coordination• Clear communication with engineering teams, architects, vendors, and service providers• Ability to translate complex designs into implementable steps• Documentation of HLD/LLD, migration plans, test plans, and operational processes• Strong stakeholder management across multiple regions and time zones 5. Network Automation & Scripting (Good to Have)• Ansible experience for network automation, playbooks, config templating• Python scripting for automation, device interaction, data parsing, and network state validation• Familiarity with: o YAML / Jinja2 templates o REST APIs (e.g., Cisco DNA Center, Palo Alto, Checkpoint APIs) o Git/GitHub for version control 6. Industry Certifications (Good to Have) Relevant professional certifications that strengthen the candidate's credibility and technical depth:• Cisco: CCNP, CCIE (Routing & Switching / Enterprise / Security)• Checkpoint: CCSE, CCSA• Palo Alto: PCNSE• Fortinet: NSE4, NSE5, NSE7 Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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