Axonius is looking for a Technical Support Engineer to serve as the global foundation for customer success. In this role, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement.
What You'll Do
- 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.
What We're Looking For
- 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.
Nice to Have
- 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.
Technical Stack
- RESTful APIs
- Linux Shell
- Python
- MongoDB
- OpenVPN
- Docker
Benefits & Compensation
- Compensation: $95,000-$105,000 CAD + equity
- Stock options
- Attractive benefits
- Annual bonus
Work Mode
This position is remote in Ontario, Canada.
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.
