Axonius Federal Systems

Support Engineer

• Serve as the first responder and the primary point of contact for all federal tickets
• Analyze and troubleshoot incidents with a one-touch resolution mindset
• Interpret customer questions on product usage and provide detailed and timely answers
• Follow escalation paths from ticket creation through resolution
• Perform routine follow-ups and ticket management via email, chat, etc.
• Write and maintain the internal and external knowledge bases
• Provide feedback to management about improvements to processes and procedures
• Other duties as assigned

Technical Support Engineer

Sales Engineer

• Serve as the technical lead throughout the presales cycle
• Own proof-of-value results, co-lead customer relationships with sales executives, and give technical demonstrations
• Become the regional technical subject matter expert in the Axonius platform and its integrations
• Maintain expertise to provide technical pre-sales support for the assigned sales team
• Assist sales in developing and implementing sales objectives, account-based penetration strategies, and account-based sales strategies
• Contribute to the expansion of existing accounts and the acquisition of new customers

Sales Engineer – Federal Civilian, Intel Community

Engineer

• Primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
• Rapid triage, analysis, and response of complex system and/or software related issues including outages, performance issues, and business blockers
• Triage information from multiple sources to spot and respond to trending issues and wide events
• Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software
• Use proactive tools to respond to and resolve priority issues
• Evaluate performance issues and make resource adjustments to customer environments
• Occasionally cover Outages outside normal working hours
• Other duties as assigned

Technical Support Engineer

Sales Engineer – Federal Civilian, Intel Community

Escalation Engineer