Technical Support Engineer

Summary

Join Axonius as a Technical Support Engineer and become the primary point of contact for all assigned tickets, acting as an escalation point for the Technical Support and Technical Account Management teams. Analyze and troubleshoot incidents, provide detailed answers to customer questions, and write thorough escalation notes for senior engineering teams. Maintain internal and external knowledge bases, communicate with customers and internal parties, and provide feedback on process improvements. This role requires 5 years of experience as a Technical Support Engineer with a proven ability to communicate complex technical subjects and troubleshoot issues via email and Zoom calls. The position involves occasional on-site travel within the UAE and surrounding territories.

Requirements

• 5 years of experience as a Technical Support Engineer
• 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
• Able to travel onsite on occasion to visit Customers within UAE and the surrounding territories (Saudi Arabia, Qatar, Bahrain, Kuwait etc)
• 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
• Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
• Professional enterprise experience with Linux. Must be able to proficiently navigate and perform basic tasks within a Linux Shell

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
• Analyse 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
• Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
• 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
• 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
• 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