Support Engineer

San Francisco, CA /
Engineering /
Fully Remote
About 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!