Senior Technical Support
Location: Remote (though ideally working in European time zone)
Type: Full-time
About Monarx
Monarx is a cybersecurity company built specifically for the web hosting industry. We help hosting providers protect their infrastructure and customers from malware, exploits, and evolving security threats proactively and at scale.
Our platform combines intelligent detection, automated remediation, runtime protection (RASP), and specialized services like WordPress site cleanup to reduce customer churn, lower operational costs, and create new revenue opportunities for hosting providers. Monarx works quietly in the background, protecting millions of websites worldwide while enabling our partners to offer security as a value-added service.
We’re growing, and we’re looking for a customer-focused professional to help us support, onboard, and expand our relationships with our most important customers.
About You
You’re calm, organized, and naturally customer-oriented. You enjoy being the trusted point of contact for customers and take pride in helping them feel confident, supported, and successful.
You don’t need to be a deeply technical engineer, but you do understand how to translate technical concepts into clear, simple explanations. You’re comfortable answering questions, guiding customers through setup, and strive to know how to get customers the right answer without needing to pull in product or engineering.
You’re proactive, detail-oriented, and think in terms of long-term relationships. You notice opportunities to expand value, improve adoption, and ensure customers are fully using what they’ve already purchased.
Key Responsibilities
Customer Technical Support & Advocacy
Triage incoming issues, handle most technical questions, and coordinate with product or engineering teams for rare, highly technical escalations.
Customer Onboarding & Implementation
Customer Success & Growth
Monitor customer usage and adoption across Monarx products, including: Monarx Agent, Auditd, Monarx Protect PHP Extension, ThreatShield, SmartWAF, WordPress Site Cleanup, WHMCS integration
Renewals & Account Health
Internal Coordination
Qualifications
Experience working with B2B customers, preferably in: SaaS, Hosting, Infrastructure, Security (a plus, not required)
