Senior Linux Support Engineer: Deployment & AI

WebHosting; Salt Lake City (UT); Teletrabalho; USD 110 000 - 160 000; Tempo integral

Resumo da oferta

monarx in United States (Salt Lake City) is seeking a Senior Technical & Customer Support Engineer to own advanced customer inquiries and provide in-depth troubleshooting for Linux-based malware protection solutions. You will manage support interactions end-to-end, from triage to resolution or escalation, ensuring a smooth deployment of the Monarx agent across various hosting environments.

You will guide deployments, troubleshoot provisioning, and coordinate with engineering to deliver scalable,

Qualificações

• Advanced Linux troubleshooting and deployment experience.
• Strong customer support with SLA adherence.
• Ability to guide deployments across diverse hosting environments.

Responsabilidades

• Triage and respond to complex customer inquiries within SLA windows.
• Guide customers through deploying the Monarx agent across their hosting stack and integrate with control panels or configuration tooling.
• Troubleshoot agent and provisioning issues using logs, configs and diagnostic commands.
• Gather complete intake details to enable engineering to reproduce and diagnose issues quickly.
• Escalate to engineering/product with clear summaries and needed fixes.
• Own AI support tooling and curate knowledge sources for accurate AI responses.
• Maintain and improve support documentation and runbooks, ensuring machine-readability for AI use.
• Track ticket trends and AI deflection/escalation rates to feed back to product.

Descrição da oferta de emprego

monarx in United States (Salt Lake City) is seeking a Senior Technical & Customer Support Engineer to own advanced customer inquiries and provide in-depth troubleshooting for Linux-based malware protection solutions. You will manage support interactions end-to-end, from triage to resolution or escalation, ensuring a smooth deployment of the Monarx agent across various hosting environments.

You will guide deployments, troubleshoot provisioning, and coordinate with engineering to deliver scalable,