Senior Linux Support Engineer - Remote Equity, Flexible PTO

Socket.dev; Salt Lake City (UT); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote working environment

Comprehensive health benefits

Flexible PTO

Equity opportunities

Job summary

Socket.dev seeks a Senior Technical & Customer Support Engineer to own advanced inquiries and provide in-depth troubleshooting for Linux-based malware protection. You will manage support interactions end-to-end from triage to resolution across diverse hosting environments.

You’ll triage, deploy Monarx agents at scale, diagnose provisioning issues, gather full intake, and escalate when needed. You’ll also own AI support tooling and maintain the knowledge base, driving improvements with

Qualifications

• Must have direct experience with a web hosting environment or provider.
• Familiarity with configuration management and automation or container/virtualization platforms.
• Proficient Linux command-line troubleshooting and log analysis.
• Clear, precise written communication suitable for customers.
• Strong judgment on prioritization and escalation.
• Comfort handling urgent, ambiguous customer issues.
• Experience writing and maintaining customer-facing docs or knowledge bases.
• Interest in AI support tooling as part of the role.
• Curiosity about hosting operations and scale.

Responsibilities

• Triage and respond to support requests across channels while meeting SLA windows.
• Guide customers through deploying the Monarx agent across fleets and environments.
• Troubleshoot agent provisioning, repository setup, OS/version mismatches, and connectivity.
• Collect complete intake details to enable engineering to reproduce issues quickly.
• Escalate complex/ security-sensitive incidents with clear summaries.
• Own AI support tooling: curate content, tune AI resolution vs hand-off.
• Maintain and improve knowledge base and internal runbooks.
• Track ticket trends and AI deflection to propose product fixes.

Skills

Web hosting experience

Linux troubleshooting

Written communication

Incident management

Customer-facing support

AI tooling familiarity

Tools

Ansible

Puppet

Chef

Salt

Docker

LXC

KVM

Job description

Socket.dev seeks a Senior Technical & Customer Support Engineer to own advanced inquiries and provide in-depth troubleshooting for Linux-based malware protection. You will manage support interactions end-to-end from triage to resolution across diverse hosting environments.

You’ll triage, deploy Monarx agents at scale, diagnose provisioning issues, gather full intake, and escalate when needed. You’ll also own AI support tooling and maintain the knowledge base, driving improvements with