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

• 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.

Customer Onboarding & Implementation

• 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.

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

• 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.

Renewals & Account Health

• 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.

Internal Coordination

• 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.

Qualifications

• 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.

• Familiarity with hosting platforms (cPanel, WHMCS, VPS, cloud environments) is a plus.

• Location in Europe or ability to work European hours is preferred