The posting
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 escalate
- Comfort working directly with customers on issues that are urgent, ambiguous, or both
- 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
