Technical Support Engineer
Our Technical Support Engineering team is the backbone of customer success, providing expert assistance and driving efficient solutions to complex technical challenges globally. We are a collaborative group of problem-solvers focused on delivering exceptional support. The team values innovation, teamwork, and a commitment to continuous process improvement in a fast-paced environment.
Responsibilities
Serve as the primary point of contact and case manager for all assigned tickets, acting as an escalation point for other teams and striving for one-touch resolution.
Analyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.
Create and maintain comprehensive technical documentation, including internal and external knowledge base articles.
Write detailed and thorough escalation notes for transfer to senior engineering teams and provide feedback to management for process and procedural improvements.
Qualifications
Minimum Qualifications
3+ years of professional experience in a Technical Support role within a software or technology business.
Proven experience in in-depth software troubleshooting, demonstrating a strong sense of ownership and a customer-centric approach.
Understanding of networking fundamentals (e.g., TCP/IP, routing, firewall rules) and the ability to use system-level tools for network validation.
Proficiency in navigating and performing basic tasks within a Linux Shell in an enterprise environment.
Experience troubleshooting and resolving issues related to RESTful APIs, TLS, and Certificates.
Preferred Qualifications
Experience reading or writing code, with a strong preference for Python.
Ability to effectively analyze application logs and data sets for troubleshooting and issue resolution.
Experience with database platforms and the ability to troubleshoot reading from databases.
Ability to build and utilize cURL commands as a troubleshooting tool.
Experience with platforms such as MongoDB, Docker, or OpenVPN.
Familiarity with AI tools and LLMs (e.g., Claude, ChatGPT, Copilot) and their use to accelerate troubleshooting, log analysis, scripting, or documentation is an advantage.
#LI-REMOTE, #LI-BH1
Axonius is committed to fair and equitable compensation. Base salary is determined by a candidate's qualifications, relevant experience, and skills. In addition to base salary, our total rewards package includes an annual bonus, stock options, and a comprehensive benefits package.
These ranges reflect the base salary Axonius in good faith expects to pay for this role in each location. Bonus and equity are in addition to base salary and are not included in these ranges.
Annual Base Salary Range
$95,600—$106,200 CAD