Escalation Engineer

We are growing and are looking for future Axonians who value personal and career growth, team-work, and winning!

About Axonius:

Axonius is revolutionizing how IT and security teams gain comprehensive visibility and control over their digital assets and relationships. As the system of record for digital infrastructure, we solve complex challenges by delivering the critical context required to manage and secure devices, users, software, SaaS applications, and cloud services. By connecting to hundreds of data sources and automating key processes, we empower organizations to close security gaps and prevent incidents. 

Learn more about us and take our Product tour.

Axonius is growing fast — and we’re looking for a sharp, calm-under-pressure Escalation Engineer to join the team and make an immediate impact.

At Axonius, we’re passionate about building software that solves problems. We count on our performance and stability engineers to empower our users with a rich feature set, high availability, and stellar performance level to pursue their missions. As we expand our customer deployments, we are currently seeking experienced stability and performance engineers to deliver insights from massive scale data in real time. Specifically, we are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.

In this role, you will serve as an escalation point within our organization, providing rapid response to emerging issues with both our application and platform. Escalation Engineers are first responders who handle emergent issues proactively where possible and reactively where necessary, joining critical customer calls on-demand to quickly diagnose and resolve urgent issues. Through the use of monitoring tools and extensive communication with other teams, it is your role to provide solutions-focused direction while remaining calm, cool, and collected. This role requires a high degree of context-switching and a love for a fast-paced, high-impact work environment. 

Responsibilities:

• Act as a primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
• Rapidly triage and analyze complex system/software related issues including outages, performance issues, and business blockers
• Triage information from multiple sources to spot and respond to trending issues and wide events
• Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software.
• Use proactive tools to respond to and resolve priority issues
• Evaluate performance issues and make resource adjustments to customer environments
• Occasionally respond to off-hours incidents during major outages.
• Collaborate cross-functionally with support, engineering, and DevOps teams.

Requirements:

• 5+ years in a senior-level, customer-facing support role (enterprise software environments).
• Proven hands-on experience with Linux, Docker, and API integrations.
• Experience working with CURL and creating CURL commands based on Python source code
• Extensive experience with networking and network troubleshooting
• Proven experience performing Disk Extensions, OS Upgrades, and Performance Analyses
• Research skills and ability to understand and resolve complex issues utilizing analysis tools and vendor documentation.
• Clear and concise communicator — both written and verbal.

Advantages:

• Experience with MongoDB, CoreLogic, AWS Provisioning, Grafana
• Python and Bash programming skills
• Experience working with Redis and Celery
• In-depth performance troubleshooting and remediation with Linux/MongoDB

Our Culture and Benefits:

• Axonius is committed to ensuring that each team member has a clear and attainable long-term career path. To support this, we allocate a yearly budget to every employee, enabling them to invest in their own growth and learning according to their specific needs and aspirations. 
• We understand the importance of maintaining a healthy work-life balance. That's why we provide our employees with three long weekends throughout the year, giving them the opportunity to rejuvenate, spend quality time with loved ones, and invest in their own well-being. In addition, we created a special parental leave policy which allows both primary caregiver and secondary caregiver to spend substantial time with their newborn. We’re also proud to offer extra vacation days for the following important life events: marriage, birth of a grandchild, special milestones related to your children, loss of pregnancy and bereavement.
• We see you. As part of our culture, our employees' well-being is important to us.That’s why we offer psychological support services and support services. 
• While we have physical offices in the United States, Brazil, and Tel Aviv, we embrace a flexible working culture. The majority of our employees work remotely, regardless of their location around the globe. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
• As a global company, we strive for excellence in everything we do. To support our employees in communicating effectively across borders, we provide English lessons as part of our commitment to their success.

Equal opportunities

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.

#LI-HYBRID

#LI-ZR1