---
title: 'R&D Technical Support (RTS) at monday.com'
canonical: 'https://feeny.ai/job/r-d-technical-support-rts-monday-com-tel-aviv-y48e48116hyn'
type: 'job'
last_seen: '2026-09-10'
---

# R&D Technical Support (RTS) at monday.com

- **Company:** [monday.com](https://feeny.ai/companies/monday-com)
- **Location:** Tel Aviv, Israel
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-16
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/monday.com/80f67a02-d68c-4934-9f42-de670a41103a

## Job description

About[monday.commonday.com](http://monday.com) is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

About the team:

monday service is our AI-driven service management solution, placing AI Agents at the heart of request resolution for modern teams. We are pioneering an AI-first approach in which Agents independently investigate, take action, and resolve cases, escalating to human experts only when necessary. Operating at a significant scale, we tackle sophisticated technical hurdles across the entire service lifecycle to deliver a more reliable and effective AI-powered experience.

About the role: We are looking for a highly technical R&D Technical Support (RTS) professional to join the team and act as a technical bridge between Customer Experience (CX), Technical Support, Product, and R&D. The RTS role is essentially Tier 3 technical support, but with a strong focus on deep investigation, troubleshooting, product understanding, and driving issues toward long-term solutions. This is not a role focused simply on communicating customer issues to R&D. We are looking for someone who can investigate problems independently, identify root causes, influence prioritization, and increasingly resolve issues themselves through AI-assisted investigation and code contributions.

Key Responsibilities:

- Own complex technical escalations end-to-end, from Zendesk through investigation to R&D/Development.
- Investigate complex product issues using logs, metrics, system data, and other technical tools to find root causes.
- Use AI Agents and AI-powered tools to accelerate investigations, identify bugs, analyze code, and increasingly create PRs to resolve issues directly.
- Take ownership of bugs rather than just reporting them — investigate root cause and drive resolution.
- Partner with Product Managers to understand product behavior, requirements, and new features.
- Help prioritize bugs by customer impact, technical severity, and business considerations.
- Identify recurring issues and drive long-term product or technical improvements, not just individual fixes.
- Feed technical and product insights back into CX and Technical Support, and educate them on new product behavior and investigation techniques so issues get resolved earlier.
- Help improve the escalation and troubleshooting process between Support and R&D.
- Act as a technical stakeholder and partner to engineering/product leadership on complex issues.

Your Experience & Skills:

- +5 years of experience in technical support or similar roles (SaaS/B2B preferred).
- Strong technical background with excellent troubleshooting and debugging skills; comfortable investigating complex systems via logs, metrics, data, and code.
- Ability to break down ambiguous technical problems systematically and learn new technologies quickly.
- Hands-on experience using AI tools/Agents for technical investigation, debugging, or development — not just for information retrieval.
- Product mindset: goes beyond "what's the bug" to "why is this happening and how do we prevent it," with strong judgment on prioritization and trade-offs.
- Experience in a leadership, technical leadership, or highly cross-functional role; comfortable working with senior stakeholders (Group Leads, PMs, R&D leadership) and influencing without direct authority.
- Strong communicator, able to translate between technical and non-technical stakeholders.
- End-to-end ownership mentality — proactively drives investigations and solutions rather than stopping at identifying the issue, comfortable in ambiguity.

## About monday.com

## Company Overview
- **One-liner**: monday.com is a global software company that develops a browser-based AI work platform to help teams manage their work, automate processes, and achieve more together.
- **Entity Type**: Public (Nasdaq: MNDY)
- **Headquarters**: Tel Aviv, Israel (with major offices in New York, London, Warsaw, Tokyo, Singapore, Melbourne, and Munich)
- **Founded**: February 2012 (originally as dapulse, rebranded to monday.com in 2017)
- **Founders**: Roy Mann and Eran Zinman

## Core Business
- **Primary industry/industries**: Process management, project management software, productivity software, team management, customer relationship management (CRM), collaborative software
- **Target customers**: B2B - serving over 250,000 customers globally, including over 60% of the Fortune 500
- **Mission or purpose statement**: "Shape how the world works" - helping teams get more work done with AI-powered tools that automate, build, and scale impact end-to-end.

## Products & Services
- **monday.com Work OS**: The core platform, a customizable, no-code work operating system for managing projects, workflows, and processes across teams and departments.
- **monday AI Platform**: An enterprise-grade AI infrastructure that allows users to build and deploy AI agents to automate tasks, with features like simulation mode, full user control, and a guarantee that customer data is never used to train AI models.
- **monday CRM**: A customer relationship management solution built on the Work OS.
- **monday Dev**: A product management tool tailored for software development teams.
- **monday Sales CRM**: A dedicated CRM for sales teams.
- **monday Marketer**: A work management solution for marketing teams.
- **Open API & Integrations**: An open platform allowing third-party developers to build custom views, dashboard widgets, automations, and integrations with other work apps.

## Market Standing
- **Valuation/Market Cap**: As a public company, market cap fluctuates. During its last private round in 2019, it was valued at $1.9 billion. The company went public in June 2021.
- **Key Metric**: Over $1.232 billion in annual revenue (2025), with over $1 billion in ARR.
- **Notable Investors/Partners**: Insight Partners, Sapphire Ventures, Hamilton Lane, HarbourVest Partners, ION Crossover Partners, and Vintage Investment Partners were key investors in its growth rounds.
- **Growth Signals**: The company has grown to over 3,155 employees (2025), serves over 250,000 customers, and is trusted by over 60% of the Fortune 500. It is aggressively expanding its AI capabilities with its new AI work platform and agent features.

## Competitive Advantages
- **Platform Stickiness**: monday.com is a highly customizable, no-code platform that becomes deeply embedded in a customer's daily workflows, creating high switching costs.
- **Data Privacy & Trust**: The company explicitly states that customer data is never used to train AI models, a major differentiator for enterprise clients concerned with data security.
- **Enterprise-Grade Security**: Offers robust security, governance, permissions, and compliance features, making it a trusted partner for large organizations.
- **Strong Brand & Scale**: With over 1 billion in ARR and a massive customer base, the company has significant resources for R&D and market expansion.

## Strategic Focus
- **AI-First Platform**: monday.com is pivoting heavily to become "The AI Work Platform for People & Agents," allowing users to build, validate, and deploy AI agents to automate work. This is the company's primary growth vector.
- **Expanding Enterprise Footprint**: Deepening its penetration into large enterprises by offering a secure, scalable, and customizable platform.
- **Product Ecosystem Growth**: Continuously expanding its suite of specialized products (CRM, Dev, Marketer) to capture more of the enterprise software market.

## Why Work Here
- **Product-First Culture**: The company is deeply committed to building intuitive, powerful, and easy-to-use products that solve real customer problems.
- **Impact & Ownership**: Employees are given significant ownership over their work from start to finish, fostering a culture of personal investment and high impact.
- **Hybrid Work Model**: monday.com offers a hybrid work environment, with most teams spending three days a week in the office for collaboration and the rest working remotely.
- **Career Growth**: The company provides learning programs, mentorship, development opportunities, and an internal mobility process to support diverse career paths.
- **Global & Diverse Team**: With 3,000+ employees across 15+ locations and 17 teams, the company offers a truly international and diverse work environment. It is an equal opportunity employer committed to inclusion.
- **Strong Financial Health**: As a profitable, publicly-traded company with over $1B in ARR, monday.com offers stability and long-term growth potential for its employees.

## Sources
1. [monday.com Careers Page](https://monday.com/careers)
2. [monday.com Official Website](https://www.monday.com/)
3. [Built In - monday.com Company Profile](https://builtin.com/company/mondaycom)
4. [Wikipedia - Monday.com](https://en.wikipedia.org/wiki/monday.com)
5. [LinkedIn - monday.com](https://uk.linkedin.com/company/mondaydotcom)

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- [Procurement Specialist](https://feeny.ai/job/procurement-specialist-monday-com-tel-aviv-cd4rvzt41as2) — Tel Aviv, Israel
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- [Forward Deployed Engineer, Strategic Deployments](https://feeny.ai/job/forward-deployed-engineer-strategic-deployments-monday-com-denver-pn57sqj1b6sd) — Denver, CO
- [Implementation Consultant](https://feeny.ai/job/implementation-consultant-monday-com-tel-aviv-2071kamv61r4) — Tel Aviv, Israel
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