πUnited States
Technical Support Engineer
closed
Axonius
πRemote - 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-toβs, 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
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