Support Analyst – Technical Customer Support

About the role

Monks is seeking a proactive Support Analyst to join its customer support team. You will act as a primary point of contact for clients, handling technical inquiries and ensuring smooth operation of the SaaS platform.

Key responsibilities

• Respond to customer questions via chat, email, and ticketing systems, owning issues from start to resolution.
• Perform technical troubleshooting using system logs, SQL queries, and API testing tools.
• Assist with system configuration, integration support, and performance monitoring.
• Create and maintain knowledge‑base articles, troubleshooting guides, and documentation.
• Collaborate with Product, Engineering, DevOps, and QA teams to escalate and resolve complex problems.
• Lead post‑mortem analyses for critical incidents and drive continuous improvement.

Required profile

• 3–5 years of experience in technical or application support, preferably in a B2B environment.
• Strong analytical mindset with the ability to identify root causes and propose scalable solutions.
• Excellent written and verbal communication skills for both technical and non‑technical audiences.

Required skills

• Experience with ticketing systems such as Jira.
• Strong SQL proficiency for data analysis.
• Familiarity with API testing tools like Postman.
• Ability to write and execute Bash scripts.