Senior Linux Support Engineer — Remote & Equity

Monarx, Inc.; Salt Lake City (UT); A distancia; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity opportunities

Health benefits

Flexible PTO

Remote working environment

Descripción de la vacante

Monarx, Inc. is seeking a Senior Technical & Customer Support Engineer to own end-to-end support for our Linux-based malware protection solutions.

You will handle advanced customer inquiries, perform in-depth troubleshooting, and ensure smooth deployment of the Monarx agent across hosting environments. You will triage, deploy, diagnose, escalate when needed, and contribute to AI tooling and the knowledge base.

Formación

• Experience at or with a web hosting provider.
• Familiar with Ansible, Puppet, Chef, Salt or container/virtualization platforms.
• Proficient in Linux command-line troubleshooting and logs.
• Clear, precise written communication for customers.
• Ability to prioritize and escalate appropriately.
• Comfort working with customers on urgent or ambiguous issues.
• Experience writing and maintaining customer-facing knowledge bases.
• Interest in AI support tooling and distinguishing good automated answers.
• Curiosity about how hosting companies deploy servers at scale.

Responsabilidades

• Triage and respond to support requests across channels within SLA.
• Guide customers to deploy Monarx agent across their fleet.
• Troubleshoot agent issues including repositories and OS/package mismatches.
• Collect complete environment intake before escalation.
• Escalate complex incidents to engineering with clear summaries.
• Own AI support tooling and improve its accuracy.
• Maintain and improve support docs and runbooks.
• Track ticket trends and provide feedback to product teams.

Conocimientos

Web hosting experience

Automation tooling

Linux troubleshooting

Written communication

Prioritization

Customer on-call

Documentation

AI support tooling

Hosting at scale

Herramientas

Intercom

Ticketing system

Descripción del empleo

Monarx, Inc. is seeking a Senior Technical & Customer Support Engineer to own end-to-end support for our Linux-based malware protection solutions.

You will handle advanced customer inquiries, perform in-depth troubleshooting, and ensure smooth deployment of the Monarx agent across hosting environments. You will triage, deploy, diagnose, escalate when needed, and contribute to AI tooling and the knowledge base.