Technical Support Engineer

Location: Ontario, Canada

The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing.

Responsibilities

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.


• Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.


• Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

Minimum Qualifications

• 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors.


• Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.


• Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.


• Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.

Preferred Qualifications

• Experience reading or writing code, with a specific proficiency in Python.


• Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues.


• Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols.


• Proficiency with database platforms and the ability to troubleshoot data retrieval issues.


• Hands-on experience with MongoDB and OpenVPN.


• Professional experience managing and troubleshooting applications within Docker containers. 

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About Axonius: 

Axonius transforms cyber asset intelligence into actionability. 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 supports millions of assets for leading customers across industries and around the world.

Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius.

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 to apply. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.

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