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Senior Technical Support
Skills
Software As A ServiceAPI DocumentationBusinessCustomer SuccessEngineeringOnboardingSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3–6+ years in Technical Support or Customer Success with a technical inclination
- Experience working with B2B customers in SaaS Hosting Infrastructure or Security
- Strong ability to explain technical concepts clearly
- Excellent 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 such as cPanel WHMCS VPS or cloud environments is a plus
Nice to have
- calm
- organized
- customer-oriented
- proactive
- detail-oriented
- relationship-focused
Day to day
- Serve as the primary point of contact for high-value customers and provide calm dependable technical support.
- Lead onboarding from contract signature through go-live and coordinate smooth implementations across servers billing and product delivery.
- Investigate complex issues reproduce problems and collaborate with product or engineering to resolve escalations and improve customer outcomes.
- Monitor adoption renewals and account health while identifying expansion opportunities and helping customers get more value from Monarx.