Technical Support Engineer

Summary

Join Axonius as a Technical Support Specialist and become the primary point of contact for all assigned tickets. You will troubleshoot incidents, provide detailed answers to customer questions, and escalate complex issues to senior engineering teams. This role requires strong communication, technical troubleshooting skills, and experience in a B2B environment. You will also contribute to internal and external knowledge bases and provide feedback on process improvements. The position offers a remote-first culture, excellent benefits, and opportunities for career growth. Location must be in CT, MT, or PT time zones.

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 be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
• 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
• 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
• Must be located in CT, MT or PT timezones

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

• 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
• Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
• Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie
• 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

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
• 100% coverage of 2 different tiers of employee healthcare premiums. Dental, vision, and 401k match
• 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!
• Corporate social responsibility partnerships, employee giving opportunities , and volunteer time off
• Market rate salaries, bonuses, or commissions. Stock options for all full time employees with equity refresh opportunities
• Highly supported Employee Resource Groups (ERG). Executive-level diversity and inclusion goals. Training, events, and mentorship options
• 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