• Diagnose and resolve technical issues across Monte Carlo's platform — data pipelines, monitors, alerts, integrations, and agent observability features • Own issues end-to-end: triage, reproduce, escalate to Engineering when needed, validate fixes, and close the loop with customers • Build and maintain documentation, runbooks, and a knowledge base • Work alongside the team building AI-powered support tooling • Partner with Engineering and Product on bugs and feature gaps • Drive high-priority customer issues over the line • Collaborate with Customer Success, Sales, and Field Engineering • Use AI to surface patterns across cases

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment. • Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution. • Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns. • Manage customer expectations regarding estimated response times for issue resolution. • Extensively research and document customer technical issues. • Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Supporting IT infrastructure, cloud services, workplace technologies, and business applications. • Troubleshooting technical issues and ensuring a reliable end-user experience. • Managing user access, identity services, and device management activities. • Assisting with infrastructure projects, office technology deployments, and workplace initiatives. • Maintaining technical documentation and operational standards. • Collaborating with internal teams, vendors, and stakeholders to support IT projects and continuous improvement initiatives.

• Provide support in identifying and resolving incidents and/or problems in the NEXDOM systems. • Clarify questions regarding system functionalities. • Suggest improvements to workflows and processes based on support interactions. • Maintain active communication during support interactions via chat, email, phone and other channels. • Reclassify ticket severity and type, ensuring the correct handling and routing of requests. • Fully document the progress and resolution of tickets, enabling requester follow-up. • Work based on incident evidence, aiming for accurate, effective resolution. • Contribute to maintaining the knowledge base and research library. • Follow and propose improvements to internal processes and guidelines. • Share knowledge with the team and maintain collaborative working relationships with colleagues. • Provide support with respect, professionalism, and empathy, aiming for a positive experience. • Demonstrate active, empathetic, and objective listening focused on problem resolution. • Perform other related tasks as requested by leadership. • Work under close and ongoing guidance and supervision. • Stay updated on procedures, trainings, and certifications relevant to the area. • Ensure tickets are handled within the agreed SLA. • Interact with resolution teams for joint handling of issues. • Study and analyze requests, escalating or routing them as necessary.