Support Engineer - Monad｜Meet.jobs

About the jobAbout Monad:

Monad’s mission is to effect real change in the security space by empowering humans with the tools they need to solve the thorniest cybersecurity problems. 

As a remote company, Monad thrives on collaboration, teamwork, and a transparent environment of proactive communication and responsiveness. We are a company made up of humans, and value and respect both our professional and personal spaces. Family, health, and general well-being are key values.

We make security data accessible to regular humans. Join our team and help build this transformative data platform!

About the Role:

We’re looking for a Support Engineer to take ownership of supporting Monad’s customers when they need help. This role is a “ground floor” opportunity to develop support procedures and eve​​ntually build a support team. Ownership, initiative and accountability are paramount for this role. You will be expected not only to delight our customers but also to develop a reasonably technical understanding of the product to be able to troubleshoot issues with minimal developer input.

Monad is headquartered In San Francisco, but we work in a fully remote environment. Our team is currently distributed across the US, Europe, and Australia.  #LI-Remote

Your responsibilities will include:

 

Resolving customer issues via slack, email and Zoom

Collaborating with our Product and Development Teams to build new features and fix bugs

Creating and updating documentation based on customer interactions

Participating in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our customers, or working with our developers to coordinate incident communications

Suggesting and implementing improvements to Support workflows

 

We're looking for teammates who have:

 

Experience in a startup, foundational support role

Experience with any scripting / programming languages, preferably Python

Familiarity with cloud infrastructure and distributed processing

Ability to communicate effectively with developers about support issues

Excitement for working on the early stages of a product

Interest in cybersecurity is a plus although no experience needed

 

Technologies you'll be exposed to:

 

Python

React

CircleCI

AWS

Snowflake

Docker

Variety of security and asset management tools (Tenable, Rapid7, Qualys, Snyk, SonarQube, JAMF, more)

 

Benefits:

 

Medical

Dental

Vision

Flex vacation

Fully Remote

401K

 

Benefits will evolve over time. If you have recommendations, please let us know!