Senior Technical Support Engineer

SurveyMonkey is the worlds most popular platform for surveys and forms built for businessloved by users. We combine powerful capabilities with intuitive design effectively serving every use case from customer experience to employee engagement market research to payment and registration forms. With built-in research expertise and AI-powered technology its like having a team of expert researchers at your fingertips.

Trusted by millionsfrom startups to Fortune 500 companiesSurveyMonkey helps teams gather insights and information that inspire better decisions create experiences people love and drive business growth. Discover how at .

What were looking for

As a member of the Technical Support Engineering team youll tackle some of the most complex challenges impacting SurveyMonkeys customers. Your expertise in troubleshooting customer-centric approach and data-driven problem-solving will help resolve individual customer issues improve internal processes and influence product changes. Youll collaborate closely with product and engineering teams to triage issues analyze trends in product quality and provide insights that drive improvements. Additionally youll work directly with customers (including developers using our API) while also supporting initiatives that enhance troubleshooting skills and technical knowledge across the global Customer Operations team.

What youll be working on

• Helping to solve some of our toughest product issues from debugging problems faced by developers using our API to troubleshooting complex customer challenges. Meeting customers at their most frustrated moments and guiding them to a resolution with clarity and empathy.
• Improving the way we track and address technical issues by refining processes systems and collaboration with other teams.
• Communicating clearly and adaptively in every situation. Whether its providing customers with helpful context sharing detailed reproduction steps with product and engineering or keeping the team informed during outages.
• Taking an active role in shaping team and company priorities contributing to projects that drive meaningful improvements.

Wed love to hear from people with

• 3 years of experience solving technical issues for customers.
• 2 years supporting developers using an API.
• Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines.
• Proven ability to take initiative on projects that grow or improve work at a functional team or business level owning execution and accountability.
• SaaS experience.
• Proficient understanding of Salesforce.
• Ability to communicate written and orally in English at the B2 level.
• Preferred Qualifications - Familiarity with one or more of the following:
• Web technology (e.g. HTML JavaScript CSS XML PHP).
• Platform/developer technology (e.g. API SDK).
• Logging technology (e.g. Splunk).

SurveyMonkey believes in-person collaboration is valuable for building relationships fostering community and enhancing our speed and execution in problem-solving and decision-making. As such you will be required to work from a SurveyMonkey office up to 1 day per week.

#LI - Hybrid

Why SurveyMonkey Were glad you asked

At SurveyMonkey curiosity powers everything we do. Were a global company where people from all backgrounds can make an impact build meaningful connections and grow their careers. Our teams work in a flexible hybrid environment with thoughtfully designed offices and programs like theCHOICE Fund to help employees thrive in work and life.

Weve been trusted by organizations for over 25 years and were just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving opening new hubs in Costa Rica and India crossing the threshold of 100 billion questions answered and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company valueslike championing inclusion and making it happenby embedding them into how we hire collaborate and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity innovation and the success of our business. We do not discriminate on the basis of race religion color national origin gender sexual orientation gender identity or expression age marital status veteran status disability status pregnancy parental status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.