Description
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 Escalation Engineer to join our Customer Experience (CX) organization in London.
Escalation Engineer is the highest level of technical support at monday.com. Our Escalation Engineers 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 Role
As an Escalation Engineer, 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.