Technical Support Engineer

6 days ago

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Axonius

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Cybersecurity Asset Management • Asset Inventory • IT Asset Visibility • Cybersecurity Solutions • Network Security

501 - 1000

💰 $200M Series E on 2022-03

Description

• 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

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 • 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