Senior Technical Support Engineer

Monarx•Salt Lake City, UT

2d•Remote

About The Position

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.

Requirements

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 (navigating filesystem, package managers, services, log analysis).
Clear, precise written communication skills, especially explaining technical issues to customers.
Sound judgment about prioritization and knowing when to resolve independently versus escalate.
Comfort working directly with customers on urgent or ambiguous issues.
Experience writing and maintaining support documentation or a customer-facing knowledge base.
Interest in using AI support tooling.
Genuine interest in how hosting companies operate, deploy, and manage servers at scale.

Nice To Haves

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.

Responsibilities

Triage and respond to support requests across Helpdesk, shared Teams/Slack channels and email, meeting SLA response windows and keeping customers informed.
Guide customers through installing and rolling out the Monarx agent across their fleet, fitting the deployment to their environment (control panel, provisioning and configuration management tooling, OS and PHP mix, container or virtualization model, custom automation).
Diagnose agent and provisioning issues: repository setup, package installation, OS and agent version mismatches, connectivity using diagnostic commands, configuration review, and log analysis.
Collect environment details required to reproduce and diagnose an issue (OS and version, agent version, hosting control panel, relevant logs, affected paths) before escalating.
Route complex or security-sensitive incidents to engineering and product with a clear written summary of observations, actions taken, and needs.
Take ownership of the AI agent in Intercom, curating content, reviewing conversations, tuning its responses, and expanding its capabilities.
Maintain and improve support documentation, help center articles, and internal runbooks.
Track ticket trends and AI deflection and escalation rates, identify recurring root causes and content gaps, and flag them to the product team.
Provide support coverage, including participation in a shared after-hours rotation for security-sensitive and production-impacting incidents.