Escalation Engineer, Performance

Summary

Join Axonius as an Escalation Engineer and contribute to our rapid growth by providing rapid response to emerging issues. You will be responsible for building and maintaining proactive alerting, troubleshooting and resolving performance issues at the platform level, and ensuring the reliability, quality, and time-to-market of our software solutions. This role involves working closely with customer IT teams to diagnose and resolve urgent issues, analyzing complex system and software problems, and providing performance training and updates to relevant teams. You will also participate in a rotational weekend coverage schedule to ensure continuous support.

Requirements

• 5+ years of senior-level experience in a customer-facing role supporting enterprise software
• 5+ years of professional experience working with Linux
• 2+ years of professional experience working with MongoDB with proven knowledge of internals and in-depth performance troubleshooting and remediation
• 2+ years of programming experience (structured and OO) with one or more high level languages, such as Python, Java, C/C++, Ruby, and JavaScript
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks

Responsibilities

• Run the production environment by monitoring availability and building a holistic view of system health
• Build infrastructure and systems for monitoring and analyzing complex issues
• Improve reliability, quality, and time-to-market of our suite of software solutions
• Provide primary operational support and engineering for multiple large distributed software applications
• Rapid triage, analysis, and response of 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 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
• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding
• Provide performance training and updates to relevant teams
• Occasionally cover Outages outside normal working hours including participation in a rotational weekend coverage schedule

Preferred Qualifications

• Experience with monitoring and related technologies (Grafana, Prometheus, APM) strongly preferred
• Experience working with Redis and Celery is preferred

Benefits

• Remote-first culture. We have offices in New York, Tel Aviv, Austin, São Paulo, and Washington DC, but the majority of our employees are working from home across the US and internationally
• Great people. Our people aren’t just great professionals, they are great people. We are all here to support each other, ready to help and do what’s best for the entire company
• A focus on career growth. We love seeing our people grow into new roles and work hard to ensure everyone sees and can realize a long term career path here at Axonius. We offer ongoing growth opportunities, including mentorship programs, a learning and development stipend, and company-wide courses
• Next level benefits. 100% coverage of 2 different tiers of employee healthcare premiums. Dental, vision, and 401k match
• Top-notch family leave options. 17 weeks of parental leave for primary caregivers and 8 weeks for secondary caregivers. Additional time off for important life events like marriage, birth of a grandchild, and more!
• We give back. Corporate social responsibility partnerships, employee giving opportunities , and volunteer time off
• Competitive compensation. Market rate salaries, bonuses, or commissions. Stock options for all full time employees with equity refresh opportunities
• DEI focused. Highly supported Employee Resource Groups (ERG). Executive-level diversity and inclusion goals. Training, events, and mentorship options