Technical Support Engineer

Axonius • Ontario, CA

3d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• stock options
• attractive benefits
• annual bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed