Location: Must be located in PT/MT Timezone
About the Team: 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.
Responsibilities:
- 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
Minimum 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.
Preferred Qualifications:
- 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
Our culture and benefits:
- Remote-first culture. We have offices in New York, Tel Aviv, Austin, São Paulo, and Washington DC, but the majority of our employees are working from home across the US and Internationally.
- Great people. Our people aren’t just great professionals, they are great people. We are all here to support each other, ready to help and do what’s best for the entire company.
- A focus on career growth. We love seeing our people grow into new roles and work hard to ensure everyone sees and can realize a long term career path here at Axonius. We offer ongoing growth opportunities, including mentorship programs, a learning and development stipend, and company-wide courses..
- Next level benefits. 100% coverage of 2 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. Additional time off for important life events like marriage, birth of a grandchild, and more!
- We give back. Corporate social responsibility partnerships, employee giving opportunities , and volunteer time off.
- Competitive compensation. Market rate salaries, bonuses, or commissions. Stock options for all full time employees with equity refresh opportunities.
- DEI focused. Highly supported Employee Resource Groups (ERG). Executive-level diversity and inclusion goals. Training, events, and mentorship options.
#LI-LN1 #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.
A little more about Axonius:
Axonius transforms asset intelligence into intelligent action. 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 covers the lifecycle of millions of assets for leading customers across industries and around the world.
Axonius is named to the 2025 Fast Company World’s Most Innovative Companies and the 2024 Forbes Cloud 100. Axonius is recognized with the Great Place to Work Certification™ and for two years in a row, Axonius was ranked Deloitte Technology Fast 500 list. Axonius has been cited as the fastest-growing cybersecurity company in history by revenue.
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, regardless of 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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