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Customer Service
Technical Support Engineer
@Axonius
[Hiring] Technical Support Engineer @Axonius
Apr 05, 2025 - Axonius is hiring a remote Technical Support Engineer. đź’¸ Salary: $90,000 - $105,000 usd. đź“ŤLocation: USA timezones.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges.
- 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
Qualifications
- 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
Requirements
- Experience reading or writing code with a strong preference for Python
- Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues
- 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 with the following platforms:
- MongoDB
- Docker
- OpenVPN
Benefits
- Remote-first culture
- Great people who support each other
- A focus on career growth with ongoing opportunities, including mentorship programs and a learning and development stipend
- 100% coverage of 3 different tiers of employee healthcare premiums, dental, vision, and 401k match
- Top-notch family leave options: 17 weeks of parental leave for primary caregivers and 8 weeks for secondary caregivers
- Corporate social responsibility partnerships, employee giving opportunities, and volunteer time off
- Market rate salaries, bonuses, or commissions, with stock options for all full-time employees
- Highly supported Employee Resource Groups (ERG) and executive-level diversity and inclusion goals
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| đź“Ť | Be aware of the location restriction for this remote position: USA timezones |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$90,000 - $105,000 usd
|
Remote
Location
USA timezones
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA timezones |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
