Senior Technical Support Engineer

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved 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, it’s like having a team of expert researchers at your fingertips.

Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

As a member of the Technical Support Engineering team, you'll tackle some of the most complex challenges impacting SurveyMonkey’s 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. You'll collaborate closely with product and engineering teams to triage issues, analyze trends in product quality, and provide insights that drive improvements. Additionally, you’ll 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 you’ll be working on

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

We’d 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. 
• Familiarity with one or more of the following: web technology (e.g. HTML, JavaScript, CSS, XML, PHP), platform/developer technology (e.g. API, SDK), and/or 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, this opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 3 days per week.

Please apply using an English version of your resume/CV.

#LI - Hybrid

Why SurveyMonkey? We’re glad you asked 

SurveyMonkey is a place where the curious come to grow.  We’re building an inclusive workplace where people of every background can excel no matter their time zone. At SurveyMonkey, we weave employee feedback and our core values into everything we do to create forward-looking benefits policies, employee programs, and an award-winning culture, including our annual holiday refresh, our annual week of service, learning and development opportunities like Curiosity Week, and our C.H.O.I.C.E Fund. 

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.