Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.
About the role
- Technical Support Engineer resolving enterprise software issues for Axonius, a cybersecurity asset intelligence company. Managing support tickets, documentation, escalations, and process improvements for global customers.
Responsibilities
- Manage the full lifecycle of assigned technical support tickets, including routine follow-ups and documentation in 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 on improvements to support processes and procedures
- Serve as a primary point of contact and escalation lead for complex product challenges
- Deliver technical support through meticulous troubleshooting and proactive knowledge sharing
Requirements
- 3+ years of professional experience in a Technical Support role 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 in an enterprise setting
- Ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams
- Experience reading or writing code, specifically Python (preferred)
- Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues (preferred)
- Experience troubleshooting TLS, SSL certificates, and SAML authentication protocols (preferred)
- Proficiency with database platforms and troubleshooting data retrieval issues (preferred)
- Hands-on experience with MongoDB and OpenVPN (preferred)
- Experience managing and troubleshooting applications within Docker containers (preferred)
Benefits
- Competitive compensation and benefits
- Growth opportunities
- Community-building
- Diverse and inclusive workplace
- Equal employment opportunity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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