Technical Support Engineer

April 6

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Axonius

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Axonius is a company that provides a comprehensive platform for cybersecurity asset management and SaaS management. It offers solutions that give IT and security teams a complete inventory of their assets, uncover security issues, and automate remediation actions. Axonius connects to hundreds of data sources to aggregate, normalize, deduplicate, and correlate asset data, helping organizations manage risk, decrease incident response times, and automate processes. The platform is particularly useful for managing a sprawling array of devices, users, software, SaaS applications, and cloud services, enabling businesses to inform strategy and eliminate manual, repetitive tasks.

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

501 - 1000 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $200M Series E on 2022-03

📋 Description

• Location: Must be located in ET/CT Timezone • About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We’re a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement. • 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.

🎯 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.

🏖️ Benefits

• Remote-first culture. • Great people. • A focus on career growth. • Next level benefits. • Top-notch family leave options. • We give back. • Competitive compensation. • DEI focused.