Our Technical Support Engineering team is the backbone of customer success, providing expert assistance and driving efficient solutions to complex technical challenges globally. We are a collaborative group of problem-solvers focused on delivering exceptional support. The team values innovation, teamwork, and a commitment to continuous process improvement in a fast-paced environment.
Responsibilities
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Analyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.
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Lead and resolve complex, highly escalated technical incidents that require deep software, networking, and system-level troubleshooting expertise.
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Drive process and knowledge maturation by writing and enforcing high-quality technical documentation for internal and external knowledge bases and proactively identifying systemic areas for improvement.
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Mentor and technically guide junior and mid-level Technical Support team members in advanced troubleshooting techniques, product usage interpretation, and effective customer communication.
Minimum Qualifications
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6+ years of professional experience in a Technical Support role within a software or technology business.
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Expert-level proficiency in Linux Shell for system administration, complex log analysis, script execution, and advanced troubleshooting in enterprise environments.
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Demonstrated mastery of networking protocols (TCP/IP, HTTP/S) and their advanced troubleshooting, including deep packet inspection, firewall/proxy configuration validation, and network path analysis.
- Proven experience consuming, diagnosing, and debugging RESTful APIs via tooling (e.g., cURL, Postman) and the ability to interpret and debug common API integration issues.
Preferred Qualifications
- Expertise in reading or writing code to aid in defect identification, with a strong preference for proficiency in Python for tooling or script analysis.
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Advanced experience with database platforms (e.g., MongoDB, PostgreSQL) for querying data, analyzing schema, and troubleshooting data access issues.
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Specialized experience with security protocols including deep-dive troubleshooting of TLS/Certificates and SAML/OAuth authentication flows.
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Direct experience troubleshooting containerization technologies such as Docker in production environments.
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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, attractive benefits, and an annual bonus.