Key Facts

Remote From:

California (USA)

Category: Technical Support Engineer

Full time

Mid-level (2-5 years)

110 - 110K yearly

English

Hard Skills

Incident Management Computer Networks Unix Commands Application Programming Interface (API) Technical Writing Case Management Systems System Level Troubleshooting OpenVPN MongoDB Python (Programming Language) +7 more

Other Skills

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Communication
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Time Management
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Teamwork
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Customer Service
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Detail Oriented
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Problem Solving

Roles & Responsibilities

3+ years of professional experience in a Technical Support role specifically within the software or technology sectors
Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity
Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting
Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams

Requirements:

Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system
Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation
Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures

Axonius

Computer Hardware & Networking

About Axonius

Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world. For more, visit Axonius.com.

Company type: SME

Industry: Computer Hardware & Networking

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

Job description

Location: Ontario, Canada

The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing.

Responsibilities

Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

Minimum Qualifications

3+ years of professional experience in a Technical Support role specifically within the software or technology sectors.
Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.

Preferred Qualifications

Experience reading or writing code, with a specific proficiency in Python.
Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues.
Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols.
Proficiency with database platforms and the ability to troubleshoot data retrieval issues.
Hands-on experience with MongoDB and OpenVPN.
Professional experience managing and troubleshooting applications within Docker containers.

#LI-LW1 #LI-REMOTE

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.

Annual Salary Range (bonus and equity included in addition to the below numbers)

$90,000—$110,000 USD

About Axonius:

Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization’s IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence.

Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world.

Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius.

At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.

By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.

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