Technical Support Engineer

1 Month ago • 3 Years + • Software Development & Engineering • $90,000 PA - $105,000 PA

Job Summary

Job Description

The Technical Support Engineer will be the primary point of contact for all tickets, act as an escalation point, and troubleshoot incidents. They will interpret customer questions, provide detailed answers, and write escalation notes for senior engineering teams. They will manage tickets, communicate with customers, and identify common patterns. They will also provide feedback to management on process improvements. The ideal candidate must have 3+ years of experience in a Technical Support role, excellent communication skills, experience with software troubleshooting, and the ability to create and maintain technical documentation.
Must have:
  • 3+ years of experience in a Technical Support role
  • Exceptional written and verbal communication skills
  • Experience in in-depth software troubleshooting
  • Ability to create technical documentation
  • Understanding of networking fundamentals
  • Experience with RESTful APIs
  • Proficient in Linux Shell
Good to have:
  • Experience reading or writing code with Python
  • Ability to analyze application logs and data sets
  • Ability to build cURL commands
  • Experience with TLS and Certificate troubleshooting
  • Understanding of and experience with SAML
  • Experience with database platforms
  • Experience with MongoDB, Docker, and OpenVPN
Perks:
  • Remote-first culture
  • Focus on career growth
  • 100% coverage of employee healthcare premiums
  • Dental, vision, and 401k match
  • 17 weeks of parental leave
  • Corporate social responsibility partnerships
  • Competitive compensation with bonuses and stock options
  • DEI focused with Employee Resource Groups

Job Details

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.

Annual Salary Range (does not include bonus or equity)

$90,000 - $105,000 USD

Similar Jobs

Ion - Web and Mobile Tech Lead

Ion

Mexico City, Mexico (Hybrid)
3 Months ago
Techland - Senior Game Programmer

Techland

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
SimpliSafe - Senior Electrical Engineer

SimpliSafe

Boston, Massachusetts, United States (Hybrid)
3 Weeks ago
hutch - CRM Manager

hutch

London, England, United Kingdom (Hybrid)
3 Months ago
Pokemon - Project Coordinator - Design

Pokemon

Bellevue, Washington, United States (Hybrid)
4 Weeks ago
Ansys - Spring 2026 Co-Op - Software Development - Mechanical

Ansys

Canonsburg, Pennsylvania, United States (On-Site)
1 Month ago
The Walt Disney Company - Project Engineer - Project Hire

The Walt Disney Company

Glendale, California, United States (On-Site)
2 Months ago
Nintendo - Software Engineer II (NST)

Nintendo

Redmond, Washington, United States (Hybrid)
6 Months ago
Scanline VFX - Lead Software Engineer

Scanline VFX

Montreal, Quebec, Canada (Remote)
8 Months ago
The Walt Disney Company - Principal Software Engineer - Activation

The Walt Disney Company

Seattle, Washington, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Netflix - Treasury Analyst - Market Risk Management

Netflix

Los Gatos, California, United States (On-Site)
2 Months ago
Cubic corporation - System Test Engineer

Cubic corporation

San Diego, California, United States (On-Site)
2 Weeks ago
supercell - FinOps Specialist

supercell

Helsinki, Uusimaa, Finland (On-Site)
2 Months ago
Capgemini - PeopleSoft HCM Technical

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Visa - Director, Head of Fleet & Mobility, The Americas

Visa

Atlanta, Georgia, United States (Hybrid)
1 Month ago
PwC - Senior Associate II - Internal Audit

PwC

Karachi, Sindh, Pakistan (On-Site)
9 Months ago
Capgemini - WLAN Testing

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
fairmatic - Strategic Finance Manager

fairmatic

(Remote)
1 Month ago
Keywords Studios - Senior Business Development Manager

Keywords Studios

Serbia (Remote)
2 Months ago
Epic Games - Character Art Director

Epic Games

Montreal, Quebec, Canada (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in United States

Illumination - Director, Partnerships Marketing

Illumination

Santa Monica, California, United States (On-Site)
8 Months ago
fortis games - Principal Product Manager (AI)

fortis games

United States (Remote)
1 Month ago
Kavalirio - Cleared Technical Program Manager

Kavalirio

Colorado Springs, Colorado, United States (On-Site)
3 Weeks ago
The New York Times - Programmatic Demand Manager

The New York Times

New York, United States (Hybrid)
3 Weeks ago
Scout - Brake and Steering Systems Test Engineer

Scout

Novi, Michigan, United States (On-Site)
2 Months ago
OKX - Head of Non-Financial Risk Audit

OKX

New York, United States (On-Site)
1 Month ago
Motorola solutions - Channel Account Manager - Video

Motorola solutions

Utah, United States (On-Site)
2 Months ago
Nice - Enterprise Account Executive

Nice

United States (Remote)
5 Days ago
Scopely - Lead Product Manager, Growth

Scopely

United States (Remote)
1 Month ago
ShyftLabs - Data Scientist

ShyftLabs

Atlanta, Georgia, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Capgemini - VoIp Engineer

Capgemini

Gurugram, Haryana, India (On-Site)
1 Month ago
Qualcomm - Engineer, Senior - WDD

Qualcomm

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Roblox - Senior Software Engineer, Core Services

Roblox

San Mateo, California, United States (On-Site)
1 Week ago
Philips - Software Development Lead (Embedded SW)

Philips

Farnborough, England, United Kingdom (On-Site)
1 Month ago
broadcom - Mainframe Software Technical Support Engineer

broadcom

Plano, Texas, United States (On-Site)
4 Weeks ago
AeroSpike - Performance & Reliability Engineer

AeroSpike

United States (On-Site)
2 Months ago
Yahoo - Senior Software Engineer

Yahoo

United States (Hybrid)
3 Weeks ago
LTI Mindtree - Specialist - Software Engineering

LTI Mindtree

India (On-Site)
2 Months ago
Alphawave Semi - Senior Staff Engineer II - Custom Layout Serdes

Alphawave Semi

Vancouver, British Columbia, Canada (On-Site)
1 Month ago
Moloco - Senior Software Engineer (Tech Lead)

Moloco

Bengaluru, Karnataka, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded