Technical Support Engineer - EMEA
2024-05-03
UK
Axonius
Responsibilities:
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
Must have all of these:
Must have experience talking to customers in a business-to-business role
Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
High level of professional resilience to work in a pressurised environment
Ability to communicate complex technical subjects to external and internal parties
Experience with heavy software troubleshooting
Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
Must be able to have fun in tough situations while working closely with an international Technical Support organization
Must have half of these:
Industry experience in a Technical Support role within software and/or technology.
Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity.
Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
Strong written communication skills
Experience and ability to write internal and external knowledge-base articles
Comfortable with writing how-to’s, troubleshooting guides, and other documents
Professional enterprise experience with Linux.
Must be able to proficiently navigate and perform basic tasks within a Linux Shell
Ability to read and interpret application logs and apply the interpretation to tickets
Understanding how to extract useful information from various data sets and error logs
Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements
Advantages:
Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
Experience reading or writing code.
Strong preference for Python.
Ability to build cURL commands and use them as a troubleshooting tool
Experience with TLS and Certificate troubleshooting
Basic understanding of and experience with SAML
Experience with database platforms and ability to troubleshoot reading from databases
Experience handling technical escalations within your team and to external teams
Experience with the following platforms:
MongoDB
Docker
OpenVPN
#LI-REMOTE #LI-LW1
A little more about Axonius:
Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world.
Headquartered in New York, New York, Axonius employs over 600 people worldwide. Axonius has been recognized with the Great Place to Work Certification™ and was named to Dun’s Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was ranked Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list. Axonius has been cited as the fastest growing cybersecurity company in history by revenue.
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, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.
By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.
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
Must have all of these:
Must have experience talking to customers in a business-to-business role
Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
High level of professional resilience to work in a pressurised environment
Ability to communicate complex technical subjects to external and internal parties
Experience with heavy software troubleshooting
Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
Must be able to have fun in tough situations while working closely with an international Technical Support organization
Must have half of these:
Industry experience in a Technical Support role within software and/or technology.
Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity.
Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
Strong written communication skills
Experience and ability to write internal and external knowledge-base articles
Comfortable with writing how-to’s, troubleshooting guides, and other documents
Professional enterprise experience with Linux.
Must be able to proficiently navigate and perform basic tasks within a Linux Shell
Ability to read and interpret application logs and apply the interpretation to tickets
Understanding how to extract useful information from various data sets and error logs
Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements
Advantages:
Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
Experience reading or writing code.
Strong preference for Python.
Ability to build cURL commands and use them as a troubleshooting tool
Experience with TLS and Certificate troubleshooting
Basic understanding of and experience with SAML
Experience with database platforms and ability to troubleshoot reading from databases
Experience handling technical escalations within your team and to external teams
Experience with the following platforms:
MongoDB
Docker
OpenVPN
#LI-REMOTE #LI-LW1
A little more about Axonius:
Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world.
Headquartered in New York, New York, Axonius employs over 600 people worldwide. Axonius has been recognized with the Great Place to Work Certification™ and was named to Dun’s Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was ranked Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list. Axonius has been cited as the fastest growing cybersecurity company in history by revenue.
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, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.
By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.