Senior Technical Support Engineer

WebHosting; Salt Lake City (UT); Remote; USD 110,000 - 160,000; Full time

Job summary

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,

Qualifications

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

Responsibilities

• 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.

Job description

monarx ·United States, Salt Lake City, UT

Full-time Senior Solution Engineering

Job Description

Role Overview

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. Handle support requests across our Helpdesk, shared Teams/Slack channels and email, meeting our SLA response windows and keeping customers informed while issues are open.
• Get customers deployed. Guide customers through installing and rolling out the Monarx agent across their fleet, and work with them to fit the deployment to their environment: control panel, provisioning and configuration management tooling, OS and PHP mix, container or virtualization model, and whatever custom automation they’ve built. Stay with a rollout until it’s working at their scale, not just on the first server.
• Troubleshoot the agent. Diagnose agent and provisioning issues: repository setup, package installation, OS and agent version mismatches, connectivity. Using diagnostic commands, configuration review, and log analysis.
• Gather complete intake. Collect the environment details required to reproduce and diagnose an issue (OS and version, agent version, hosting control panel, relevant logs, affected paths) before escalating, so engineering starts with a full picture instead of a thread of follow-up questions.
• Escalate well. Route complex or security-sensitive incidents to engineering and product with a clear written summary of what was observed, what was tried, and what’s needed. Pulling in senior staff when the situation calls for it.
• Own our AI support tooling. Take ownership of the AI agent in Intercom. Curate the content and knowledge sources it draws on, review its conversations for wrong or incomplete answers, tune when it should resolve versus hand off to a human, and steadily expand the range of questions it can handle on its own.
• Own the knowledge base. Maintain and improve support documentation, help center articles, and internal runbooks. Written both for customers and to be machine-readable enough that the AI answers from them accurately.
• Close the feedback loop. Track ticket trends and AI deflection and escalation rates, identify recurring root causes and content gaps, and flag them to the product team as candidates for a real fix.

Support coverage and on-call

Our customers run production infrastructure across multiple time zones, so support availability matters. We're location agnostic for this role, with a slight preference for Europe.

• 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