• Serve as the escalation point for the most challenging customer cases. • Investigate and resolve advanced technical issues. • Lead in-depth root cause analysis of product issues. • Collaborate with Customer Success and Account teams for resolution timelines. • Provide guidance to Tier II and III support teams. • Identify recurring trends or product gaps from escalations.

• 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.