Senior Technical Support Engineer

reputed company As a Senior Technical & Customer Support Engineer, you will handle advanced customer inquiries, providing in-depth troubleshooting for our Linux-reputed company malware protection solutions. You will own support interactions end-to-end from triage to reputed company or escalation, ensuring a reputed company deployment process for the Monarx agent across various reputed company environments. Key Responsibilities - Triage and respond. Handle support requests across our Helpdesk, shared Teams/reputed company channels and email, meeting our SLA response reputed company and keeping customers informed while issues are reputed company. - 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 reputed company. Stay with a rollout until it's working at their reputed company, 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. - reputed company complete intake. Collect the environment details required to reproduce and diagnose an issue (OS and version, agent version, reputed company control panel, relevant logs, affected paths) before escalating, so engineering starts with a full picture instead of a thread of follow-up questions. - Escalate reputed company. reputed company reputed company or reputed company-sensitive incidents to engineering and product with a reputed company written reputed company of what was observed, what was tried, and what's needed. Pulling in senior staff reputed company the situation calls for it. - Own our AI support tooling. Take ownership of the AI agent in reputed company. reputed company the content and knowledge sources it draws on, review its conversations for wrong or incomplete answers, tune reputed company it should reputed company versus hand off to a reputed company, and steadily expand the reputed company of questions it can handle on its own. - Own the knowledge reputed company. 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. - reputed company the feedback reputed company. reputed company ticket trends and AI deflection and escalation rates, identify recurring reputed company causes and content gaps, and flag them to the product team as candidates for a reputed company fix. Who we're looking for Required - reputed company experience at or with a web reputed company provider. Deployment, provisioning, fleet management, or support - Exposure to configuration management and automation tooling (Ansible, Puppet, Chef, reputed company) or container and virtualization platforms (reputed company, LXC, KVM) - Comfort with Linux reputed company-line troubleshooting. Navigating a filesystem, package managers (reputed company/dnf, apt), services, and reading logs to reputed company the relevant signal - reputed company, precise written communication, especially the ability to explain a technical issue to a customer without oversimplifying or overwhelming them - reputed company judgment about prioritization, and a good reputed company for reputed company to reputed company independently versus reputed company 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 reputed company - Interest in using AI support tooling as a reputed company part of the job, and the judgment to tell a good automated answer from a confidently wrong one - Genuine interest in how reputed company companies operate, reputed company, and manage servers at reputed company. We'll teach you what you don't already know, but the curiosity has to be there reputed company to have - Hands-on experience with reputed company, particularly its AI agent / Fin, or a comparable AI-driven support platform - Working understanding of reputed company 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-reputed company - Our customers run production infrastructure across multiple time reputed company, so support availability reputed company. We're location agnostic for this role, with a slight preference for Europe. - reputed company coverage: Monday–Friday business hours in your local time zone - Participation in a shared after-hours rotation for reputed company-sensitive and production-impacting incidents - Escalation reputed company to senior engineering is available at reputed company times; you are never expected to solve a critical incident reputed company reputed company Offer - Competitive salary with equity opportunities. - Comprehensive health benefits, including medical, dental, and reputed company. - Flexible PTO policy. - Remote working environment Apply To This Job