Senior Technical Support Engineer - Remote, Equity & PTO

PLP Group

Salt Lake City, Northern (UT, KY)

Hybrid

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Remote working environment

Competitive salary with equity

Comprehensive health benefits (medical

Flexible PTO

Job summary

PLP Group is seeking a Senior Technical & Customer Support Engineer to handle high-level inquiries and provide in-depth troubleshooting for our Linux-based malware protection solutions. You will own support interactions end-to-end from triage to resolution, ensuring smooth Monarx agent deployment across hosting environments.

You will guide customers through deployment, diagnose provisioning issues, gather complete intake, and escalate when needed.

Qualifications

Direct experience at or with a web hosting provider.
Ability to deploy and troubleshoot the Monarx agent in varied hosting environments.
Strong written communication to explain technical issues to customers without oversimplifying.

Responsibilities

Triage and respond to support requests via Helpdesk, Teams/Slack, and email within SLA.
Guide customers through deploying the Monarx agent across fleets and environments.
Troubleshoot agent provisioning, OS/version mismatches, and connectivity issues.
Collect complete intake details before escalation to enable rapid resolution.
Escalate to engineering/product with clear summaries and recommended next steps.
Own AI support tooling and improve knowledge base and automation use.