Technical Support Engineer

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Axonius

πŸ“Remote - United Kingdom

Summary

Join Axonius as a Technical Support Engineer and work closely with an international team to provide top-notch support to customers. As the primary point of contact for all tickets, you'll analyze incidents, troubleshoot issues, and communicate complex technical subjects to external and internal parties.

Requirements

  • Must have experience talking to customers in a business-to-business role
  • Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
  • High level of professional resilience to work in a pressurised environment
  • Ability to communicate complex technical subjects to external and internal parties
  • Experience with heavy software troubleshooting
  • Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
  • Must be able to have fun in tough situations while working closely with an international Technical Support organization
  • Must have half of these: Industry experience in a Technical Support role within software and/or technology
  • Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity
  • Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
  • Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
  • Strong written communication skills
  • Experience and ability to write internal and external knowledge-base articles
  • Comfortable with writing how-to’s, troubleshooting guides, and other documents
  • Professional enterprise experience with Linux
  • Must be able to proficiently navigate and perform basic tasks within a Linux Shell
  • Ability to read and interpret application logs and apply the interpretation to tickets
  • Understanding how to extract useful information from various data sets and error logs
  • Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements

Responsibilities

  • Work as the primary point of contact for all tickets in your name
  • Act as an escalation point for the Technical Support and Technical Account Management team
  • Analyze and troubleshoot incidents with a one-touch resolution mindset
  • Interpret customer questions on product usage and provide detailed and timely answers
  • Write detailed and thorough escalation notes for sending tickets to senior engineering teams
  • Perform routine follow-ups and ticket management via email and the case management system
  • Write and maintain the internal and external knowledge bases
  • Communicate with customers and internal parties about existing tickets and identify common patterns
  • Provide feedback to management about improvements to processes and procedures

Preferred Qualifications

  • Experience reading or writing code
  • Strong preference for Python
  • Ability to build cURL commands and use them as a troubleshooting tool
  • Experience with TLS and Certificate troubleshooting
  • Basic understanding of and experience with SAML
  • Experience with database platforms and ability to troubleshoot reading from databases
  • Experience handling technical escalations within your team and to external teams
  • Experience with the following platforms: MongoDB, Docker, OpenVPN
This job is filled or no longer available