Senior Technical Support Architect responsible for delivering exceptional support experience for Assent’s customers. Managing escalations and partnering with engineering teams for effective resolutions.
About the role
- Technical Support Engineer providing expert assistance in software-related challenges at Axonius. Developing operational excellence through incident resolution and knowledge sharing.
Responsibilities
- Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
- Resolve escalated technical incidents from the Technical Support and Technical Account Management teams using a one-touch resolution framework.
- 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.
Requirements
- 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.
Benefits
- stock options
- attractive benefits
- annual bonus
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