Senior Technical Support

About the role

Monarx is a cybersecurity company focused on the web hosting industry. We provide proactive and scalable protection against malware, exploits, and security threats for hosting providers. Our platform includes intelligent detection, automated remediation, runtime protection (RASP), and specialized services like WordPress site cleanup. We enable hosting providers to offer security as a value-added service, reducing churn, lowering costs, and generating new revenue.

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 servers are properly installed and functioning, billing information and contacts are correctly set up, and 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.
• 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.

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.