Technical Support Engineer

Axonius
Summary
Join Axonius's Technical Support Engineering team and become the primary point of contact for resolving complex technical challenges. You will act as an escalation point for other teams, analyze and troubleshoot incidents, interpret customer questions, and provide detailed answers. Responsibilities include maintaining knowledge bases, communicating with customers and internal parties, and providing feedback to management. This role requires 3+ years of experience in technical support within software or technology, exceptional communication skills, and proven software troubleshooting experience. The ideal candidate will also possess experience with networking fundamentals, RESTful APIs, and Linux Shell. Axonius offers a remote-first culture, excellent benefits, and opportunities for career growth.
Requirements
- 3+ years of professional experience in a Technical Support role within software and/or technology
- Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (technical and non-technical, internal and external) in a business-to-business setting
- Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment
- Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides
- Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity, coupled with the ability to utilize system-level tools for network troubleshooting and validation of open ports
- Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
- Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment
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 with a strong preference for Python
- Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues
- 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 with the following platforms: MongoDB, Docker, OpenVPN
Benefits
- Remote-first culture
- 100% coverage of 3 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
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