Technical Support Engineer, Axonius

$90-105k

+ Bonuses/Commissions + Stock Options

MongoDB
Docker
Python
REST API
Mid and Senior level
Remote from US

More information about location

Axonius

Cybersecurity asset management platform

Job no longer available

Axonius

Cybersecurity asset management platform

501-1000 employees

B2BInternet of ThingsSaaSCyber SecurityCloud Computing

Job no longer available

$90-105k

+ Bonuses/Commissions + Stock Options

MongoDB
Docker
Python
REST API
Mid and Senior level
Remote from US

More information about location

501-1000 employees

B2BInternet of ThingsSaaSCyber SecurityCloud Computing

Company mission

To give customers a comprehensive and always up-to-date asset inventory.

Role

Who you are

  • 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

Desirable

  • 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

What the job involves

  • Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges
  • We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers
  • Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement
  • 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

Share this job

View 19 more jobs at Axonius

Insights

Top investors

142% employee growth in 12 months

Company

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

Funding (last 2 of 7 rounds)

Mar 2024

$200m

SERIES E

Mar 2022

$200m

SERIES E

Total funding: $595m

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 headshot

Steph

Company Specialist at Welcome to the Jungle