Technical Support Engineer
Axonius
full-time
Posted on:
Location Type: Remote
Location: Australia
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About the role
- 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
Requirements
- 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: Experience reading or writing code with a strong preference for Python.
- Preferred: Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues.
- Preferred: Ability to build cURL commands and use them as a troubleshooting tool
- Preferred: Experience with TLS and Certificate troubleshooting
- Preferred: Basic understanding of and experience with SAML
- Preferred: Experience with database platforms and ability to troubleshoot reading from databases
- Preferred: Experience with MongoDB, Docker, OpenVPN
Benefits
- Competitive compensation and benefits
- Growth opportunities
- Community-building
- More details available on the company's benefits page
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportsoftware troubleshootingnetworking fundamentalsTCP/IPRESTful APIsLinux ShellPythoncURLTLSMongoDB
Soft Skills
communication skillscustomer-centric approachownershipcollaborative attitudeanalytical skillsproblem-solvingattention to detailprocess improvementdocumentation skillsescalation management