Senior Technical Support Engineer

Kickstart Seed Fund; Salt Lake City (UT); Híbrido; USD 90.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote working environment

Competitive salary with equity

Comprehensive health benefits

Descripción de la vacante

Kickstart Seed Fund is seeking a Senior Technical & Customer Support Engineer to handle advanced customer inquiries, troubleshooting Linux-based malware protection solutions, and guiding deployments of the Monarx agent across hosting environments.

You will own end-to-end support, triage to resolution, and collaborate with engineering on escalations while expanding AI-assisted support and maintaining a robust knowledge base.

Formación

• Direct experience with web hosting or managed hosting environments.
• Proficient Linux command line troubleshooting, log review, and package management.
• Clear, precise written communication for customer-facing issues.
• Strong prioritization and independent problem-solving.
• Experience maintaining a customer-facing knowledge base and runbooks.
• Interest in AI-assisted support tooling and differentiating good automation from faulty automation.

Responsabilidades

• Triage and respond to support requests across Helpdesk, Teams/Slack, and email within SLA.
• Guide customers through deploying the Monarx agent across fleets and environments.
• Troubleshoot provisioning, installation, OS/agent versions, and connectivity issues.
• Collect complete intake data before escalation to engineering.
• Escalate complex incidents with clear summaries and evidence.
• Own AI support tooling—curate content, tune resolution vs hand-off, expand automation capabilities.
• Maintain and improve support documentation and internal runbooks.
• Track ticket trends and AI deflection, flag root causes to product.

Conocimientos

Web hosting experience

Linux troubleshooting

Customer communication

Prioritization & judgement

Documentation & knowledge base

On-call support

Herramientas

Ansible

Puppet

Chef

Salt

Docker

LXC

KVM

Descripción del empleo

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.

Who we're looking for

Required

• Direct experience at or with a web hosting provider. 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 a filesystem, package managers (yum/dnf, apt), services, and reading logs to find the relevant signal
• Clear, precise written communication, especially the ability to explain a technical issue to a customer without oversimplifying or overwhelming them
• Sound judgment about prioritization, and a good instinct for when to resolve independently versus when to elevate
• Comfort working directly with customers on urgent, ambiguous, or both issues
• Experience writing and maintaining support documentation or a customer‑facing knowledge base
• Interest in using AI support tooling as a real part of the job, and the judgment to tell a good automated answer from a confidently wrong one
• Genuine interest in how hosting companies operate, deploy, and manage servers at scale. We'll teach you what you don't already know, but the curiosity has to be there

Nice to have

• 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

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

What We Offer

• Competitive salary with equity opportunities.
• Comprehensive health benefits, including medical, dental, and vision.
• Flexible PTO policy.
• Remote working environment