[Hiring] Senior Technical Support Engineer @Monarx

Role Description

As a Senior Technical & Customer Support Engineer, you will handle advanced customer inquiries, providing in-depth troubleshooting for our Linux-based malware protection solutions. You will own support interactions end-to-end from triage to resolution or escalation, ensuring a seamless deployment process for the Monarx agent across various hosting environments.

Key Responsibilities

• Triage and respond to support requests across our Helpdesk, shared Teams/Slack channels, and email, meeting our SLA response windows and keeping customers informed while issues are open.
• Guide customers through installing and rolling out the Monarx agent across their fleet, ensuring it fits their environment and stays operational at scale.
• Diagnose agent and provisioning issues, using diagnostic commands, configuration review, and log analysis.
• Collect environment details required to reproduce and diagnose an issue before escalating.
• Route complex or security-sensitive incidents to engineering and product with a clear written summary.
• Take ownership of the AI agent in Intercom, curating content and knowledge sources, and reviewing conversations for accuracy.
• Maintain and improve support documentation, help center articles, and internal runbooks.
• Track ticket trends and AI deflection and escalation rates, identifying recurring root causes and content gaps.

Qualifications

• Direct experience at or with a web hosting provider, including deployment, provisioning, fleet management, or support.
• Exposure to configuration management and automation tooling (Ansible, Puppet, Chef, Salt) or container and virtualization platforms (Docker, LXC, KVM).
• Comfort with Linux command-line troubleshooting, including navigating filesystems and reading logs.
• Clear, precise written communication skills, especially in explaining technical issues to customers.
• Sound judgment about prioritization and instinct for when to resolve independently versus escalate.
• Experience writing and maintaining support documentation or a customer-facing knowledge base.
• Genuine interest in how hosting companies operate, deploy, and manage servers at scale.

Requirements

• Hands-on experience with Intercom, particularly its AI agent / Fin, or a comparable AI-driven support platform.
• Working understanding of security concepts: malware behavior, detection logic, false positives, and false negatives.
• Scripting ability (bash, Python) for pulling diagnostics together.
• Experience with a ticketing or support platform and with SLA-driven workflows.

Support Coverage and On-Call

• Core coverage: Monday–Friday business hours in your local time zone.
• Participation in a shared after-hours rotation for security-sensitive and production-impacting incidents.
• Escalation path to senior engineering is available at all times; you are never expected to solve a critical incident alone.

Benefits

• Competitive salary with equity opportunities.
• Comprehensive health benefits, including medical, dental, and vision.
• Flexible PTO policy.
• Remote working environment.