Technical Support Engineer

We are growing and are looking for future Axonians who value personal and career growth, team-work, and winning!

We’re poised as the fastest-growing cybersecurity company in history. To support our growth, we’re looking to add additional Technical Support Engineers to our team!

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.
  
  

Minimum 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.
• 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.
  
  

Preferred

• 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.
• Experience reading or writing code (preference: Phyton)

Advantages

• Culture is important to us: we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
• 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

Axonius is committed to fair and equitable compensation packages. A candidate’s salary will be based on qualifications and relevant experience. In addition to a competitive salary, our packages include stock options, and attractive benefits.


What we offer:

• We have a remote-first culture. Although we have offices in New York, Tel Aviv, Austin, São Paulo, and Washington, DC, the majority of our employees work from home most of the time.                                                          In Brazil, our office is usually used for training and to meet in person a few times a year. 
• Competitive compensation. Market rate salaries and stock options for all full-time employees.
• Great Benefits: Health Plan, Dental Plan, Life Insurance,  Meal voucher, among other perks.
• Great people. Our people aren’t just great professionals, they are great people. We are all here to support each other, ready to help and do what’s best for the entire company. 
• We give back. We have several initiatives of Corporate social responsibility partnerships.
•  DEI-focused, highly supported Employee Resource Groups (ERG), executive-level diversity and inclusion goals, training, events, and mentorship options.

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