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MONA

Support Engineer

MONA

. Serve as the primary technical responder on assigned support shifts as an L2 support engineer .

Posted 10/14/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support within a B2B SaaS environment, with strong capabilities in modern web stack technologies and effective communication for problem-solving. Proficient in investigating and resolving technical issues while collaborating with cross-functional teams to enhance product quality.

Highest-signal resume keywords
L2 Technical SupportB2B SaaS ExperienceNext.js, React, Node.jsSQL and Scripting LanguagesTesting and Monitoring Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
L2 Technical SupportB2B SaaS ExperienceNext.jsReactNode.jsJavaScriptTypeScriptSQLPythonBash
Soft Skills
Strong Written CommunicationAdaptability in Fast-Paced Environments
Tools & Technologies
PostmanPostHogCloudWatchSentryZendeskJiraLinearAI Development Tools
Industry Keywords
Technical InvestigationsBug FixesKnowledge-Base DocumentationCustomer Success CollaborationSupport Ticketing Systems

Tech Stack

Tools & technologies
JavaScriptNext.jsNode.jsPythonReactSQLTypeScript

About the role

Key responsibilities & impact
  • Serve as the primary technical responder on assigned support shifts as an L2 support engineer
  • Support L1 Technical Support Representatives with technical context, reproduction steps, and answers
  • Run technical investigations on escalated issues and ship bug fixes end-to-end
  • Escalate complex problems to L3 senior engineers and time-box investigations
  • Identify recurring issues, propose broader fixes, and suggest metrics for high-impact problems
  • Partner with Customer Success and Product to turn customer context into the right fix
  • Document findings and write knowledge-base articles
  • Improve the codebase through support-driven fixes
  • Work weekdays from 3PM–11PM ET, with on-call every other Saturday from 10AM–3PM ET

Requirements

What you’ll need
  • 5+ years of experience in an engineering or technical support role in a B2B SaaS environment
  • Comfortable in a modern web stack — Next.js, React, Node.js, JavaScript/TypeScript, or similar
  • Working knowledge of SQL and a scripting language (Python, Bash, or similar)
  • Hands-on with testing and monitoring tools like Postman, PostHog, CloudWatch, Sentry, or equivalents
  • Experience with support ticketing systems (Zendesk, Jira, Linear, or similar)
  • Strong written communication — able to explain a technical problem to both a customer and a senior engineer
  • Comfortable with shifting priorities and ambiguity in a fast-moving, dynamic startup environment
  • Hands-on experience with AI development tools and workflow (Cursor, Claude Code, or similar) for investigation, debugging, and shipping fixes faster

Benefits

Comp & perks
  • Fully remote work
  • Stock options
  • Health benefits
  • Paid time off and vacations
  • Annual tech allowance
  • Professional development through courses, seminars, and certifications