Technical Support Engineer

Location: Dubai, UAE

As part of our rapid growth we are looking for a Technical Support Engineer to join our team! 

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.

Learn more about us:

• https://www.youtube.com/watch?v=PewNCbWvAKs

Product tour:

• https://www.axonius.com/product-tour

 What your day will look like:

• 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.

Reach out if you are:

Must have all of these:

• 3-5 years of experience as a Technical Support Engineer.
• Fluent Arabic and English
• 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

Advantages: 

• 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

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