Senior Technical Support Engineer - Remote, PTO & Equity

Kickstart Seed Fund; Salt Lake City, Northern (UT, KY); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote working environment

Competitive salary with equity

Comprehensive health benefits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Web hosting experience

Linux troubleshooting

Customer communication

Prioritization & judgement

Documentation & knowledge base

On-call support

Tools

Ansible

Puppet

Chef

Salt

Docker

LXC

KVM

Job description

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.