Support Engineer

San Francisco, CA /
Engineering /
Fully Remote
/ Remote
About Monad:

Cybersecurity is one of the hardest problems facing humanity this decade. We believe that in order to solve this problem, organizations need a unifying layer to connect the security tools that protect their teams, customers and data. When those tools are connected, their value is compounded. 

At Monad, our mission is to build this connecting layer. We seek to make every tool shine, and to help organizations maximize the value of the technology they need to protect their teams, customers and data.

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

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)
$70,000 - $100,000 a year
Please note that the salary information is a general guideline only. Monad considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, Monad offers comprehensive benefits including a 401k plan, health benefits, generous PTO and emotional health resources.
- Medical
- Dental
- Vision
- Flex vacation
- Fully Remote
- 401K

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