Escalation Engineer

Summary

Join Axonius's growing team in Brazil as an Escalation Engineer! You will be the primary escalation point for complex issues, rapidly triaging and resolving system and software problems. This role requires strong communication skills and experience with enterprise software, APIs, Linux, and Docker. You'll work directly with customers, providing solutions and analysis for high-urgency issues. Axonius offers competitive compensation, comprehensive benefits including health, dental, and life insurance, and a flexible work environment.

Requirements

• 5+ years of senior-level experience in a customer-facing role supporting enterprise software
• 5+ years of senior-level professional experience working with APIs, Linux, and Docker
• Experience working with CURL and creating CURL commands based on Python source code
• Extensive experience with networking and network troubleshooting
• Proven experience performing Disk Extensions, OS Upgrades, and Performance Analyses
• Research skills and ability to understand and resolve complex issues utilizing analysis tools and vendor documentation

Responsibilities

• Serve as the primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
• Rapidly triage, analyze, and respond to complex system and/or software related issues including outages, performance issues, and business blockers
• Triage information from multiple sources to spot and respond to trending issues and wide events
• Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software
• Use proactive tools to respond to and resolve priority issues
• Evaluate performance issues and make resource adjustments to customer environments
• Occasionally cover Outages outside normal working hours
• Demonstrate strong verbal and written communication skills

Preferred Qualifications

• Experience with MongoDB, Corralogix, AWS Provisioning, Graphana
• Python programming skills
• Bash Scripting
• Experience working with Redis and Celery
• In-depth performance troubleshooting and remediation with Linux/MongoDB

Benefits

• Flexibility on your work location - We have offices in New York, Tel Aviv, Austin, São Paulo, and Washington, and DC. In Brazil, we meet at the office twice a month to exchange knowledge
• Competitive compensation. The Position is CLT, and we offer competitive salaries + stock options
• Great Benefits: 100% coverage of Health Plan (Sulamerica Executivo), Dental (Odonto Prev), and Life Insurance for the employee + Meal voucher + Growth Bucks
• Work-Life Balance: Additional time off per the company's policy. We are ready to offer you personal days off since your first year at the company!