Technical Support Engineer, Axonius
Cybersecurity asset management platform
Open for applications
Cybersecurity asset management platform
501-1000 employees
Open for applications
501-1000 employees
Company mission
To give customers a comprehensive and always up-to-date asset inventory.
Role
Who you are
- 5 years of experience as a Technical Support Engineer
- Must have experience talking to customers in a business-to-business role:
- Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
- High level of professional resilience to work in a pressurised environment
- Ability to communicate complex technical subjects to external and internal parties
- Able to travel onsite on occasion to visit Customers within UAE and the surrounding territories (Saudi Arabia, Qatar, Bahrain, Kuwait etc)
- Experience with heavy software troubleshooting:
- Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
- Must be able to have fun in tough situations while working closely with an international Technical Support organization
- Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
- Professional enterprise experience with Linux. Must be able to proficiently navigate and perform basic tasks within a Linux Shell
- Must have half of these:
- Industry experience in a Technical Support role within software and/or technology
- Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity
- Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
- Strong written communication skills
- Experience and ability to write internal and external knowledge-base articles
- Comfortable with writing how-to’s, troubleshooting guides, and other documents
- Ability to read and interpret application logs and apply the interpretation to tickets
- Understanding how to extract useful information from various data sets and error logs
- Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements
Desirable
- Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie
- Experience reading or writing code
- Strong preference for Python
- 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 handling technical escalations within your team and to external teams
- Experience with the following platforms:
- MongoDB
- Docker
- OpenVPN
What the job involves
- 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
- Analyse 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
Our take
Axonius solves the unglamorous yet critical problem of poor cyber hygiene, helping security teams that struggle to fully understand their assets, and whether these assets are secure and adhere to security policies. Its cybersecurity platform helps companies track and manage every device that accesses networked services.
The company was founded by a team of veterans of an elite intelligence unit of the Israeli Defense Force. Since launching, it has attracted some impressive customers including the New York Times, Schneider Electric, and AppsFlyer. The company stands out in a crowded market of cybersecurity tools by integrating with hundreds of different platforms, enabling CIOs to keep track of all their network assets.
Axonius is a company with unicorn status and has raised almost $600 million in funding so far. Its 2024 round was invested in acquiring startups and funding its work with channel partners.
Steph
Company Specialist at Welcome to the Jungle
Insights
142% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2024
$200m
SERIES E
Mar 2022
$200m
SERIES E
Total funding: $595m
Company benefits
- Competitive compensation
- 100% coverage of your healthcare premium
- Flexible work environment
- Paid parental leave
- Annual all-company retreats
- We offer all this… and more
Company HQ
Rose Hill, New York, NY
Leadership
Dean Sysman
(CEO & Co-Founder)They worked as a team leader for the Israel Defence Force. They have a passion for startups and act as an investor in a list of cyber tech companies and sits on the board of Forbes Technology Council.
Ofri Shur
(CTO & Co-Founder)They also worked for the Israel Defence Force before moving into cyber security at Kay Hut.
Avidor Bartov
(CPO & Co-Founder)They also worked for the Israel Defence Force prior to co-founding Axonius. They act as an insider to YL ventures supporting Israeli entrepreneurs.
Share this job
View 6 more jobs at Axonius