Monarx · 1 day ago
Senior Technical Support
United States
Full-time
Remote
Mid, Senior Level
3+ years expMonarx is a cybersecurity company focused on the web hosting industry, seeking a customer-focused professional for their Senior Technical Support role. The main purpose of this role is to support, onboard, and expand relationships with important customers while providing technical guidance and ensuring customer satisfaction.
Cloud SecurityCMSCyber SecurityNetwork SecuritySaaSSoftwareWeb Hosting
Responsibilities
Serve as the primary point of contact for Tier 2, Tier 3, and Tier 4 customers
Handle high-level support questions, FAQs, and general product guidance
Triage incoming issues, handle most technical questions, and coordinate with product or engineering teams for rare, highly technical escalations
Investigate complex technical issues, reproduce problems, and work closely with engineering when deeper intervention is required
Ensure customers feel informed, supported, and confident using Monarx
Lead onboarding for new customers from contract signature through go-live
Ensure: that servers are properly installed and functioning, billing information and contacts are correctly set up, and that products and services outlined in the contract are fully delivered
Coordinate implementation timelines and validate successful deployments
Act as the central owner of the onboarding experience
Review, understand, and apply API documentation to help customers implement custom workflows or integrations
Monitor customer usage and adoption across Monarx products, including: Monarx Agent, Auditd, Monarx Protect PHP Extension, ThreatShield, SmartWAF, WordPress Site Cleanup, WHMCS integration
Identify expansion and upsell opportunities based on customer needs and environment
Proactively recommend ways customers can extend Monarx across more servers or products
Partner with sales and leadership to support growth initiatives
Own the renewal process for annual customer contracts
Ensure renewals are completed on time and without friction
Maintain strong relationships that reduce churn and increase retention
Track account health and flag risks early
Maintain accurate customer records (contacts, environments, products, contracts)
Provide feedback to product and leadership based on customer trends and requests
Help improve documentation, onboarding processes, and FAQs over time
Qualification
Required
3–6+ years of experience in: Technical Support or Customer Success (but with a technical inclination) or a technical internal role at a hosting or infrastructure business
Experience working with B2B customers, preferably in: SaaS, Hosting, Infrastructure, Security (a plus, not required)
Comfortable explaining technical concepts (no coding required)
Strong written and verbal communication skills
Highly organized with strong follow-through
Experience managing renewals and identifying upsell opportunities
Ability to work independently as an individual contributor
Preferred
Familiarity with hosting platforms (cPanel, WHMCS, VPS, cloud environments) is a plus
Location in Europe or ability to work European hours is preferred
Company
Monarx
Monarx is an advanced malware detection and remediation solution for web hosters.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$20.88MKey Investors
Signal Peak VenturesCrosscut VenturesPelion Venture Partners
2026-01-23Series Unknown· $4.98M
2023-02-23Series A· $6.1M
2021-05-07Convertible Note· $2.5M
Leadership Team
Jeremy Warren
Advisor
Recent News
2025-09-07
2024-11-19
2024-11-11
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