Position Overview:

Axonius Federal Systems (wholly-owned subsidiary of Axonius, Inc.) is seeking a talented Technical Support Engineer to join our team! As a Technical Support Engineer, you will be our customer’s first contact for many of their questions, issues, or feature requests. You will be working cross-functionally with various departments to optimize continued client satisfaction and success. Our team is growing rapidly so we need an individual who excels in a fast-paced environment. This role will report directly to the Regional Director of Technical Support.

Responsibilities:

• Industry experience in a Technical Support role within software and/or technology
• 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
• Communicate with customers and internal parties about existing tickets and identify common patterns
• Provide feedback to management about improvements to processes and procedures

About You:

The ideal candidate for the Technical Support Engineer position should exceed the following minimum and preferred qualifications:

Minimum Qualifications:

• Industry experience in a Technical Support role within software and/or technology
• Comfortable with writing knowledge base articles, troubleshooting guides, and other documents
• General knowledge of networking topology, TCP/IP protocols, network configuration and components (firewalls, routers, etc.), and endpoint security technologies
• Understanding of how to extract useful information from various data sets and error logs
• Knowledge of Docker and/or other containerization technologies
• Experience working with and troubleshooting Linux systems
• Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
• Capable of answering technical questions from technical and non-technical users
• Experience handling technical escalations within your team and to external teams
• Willing to learn, adapt, and evolve with the team and company
• Ability to work independently in a fast-paced environment
• Strong verbal and written communication skills
• Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie

Preferred Qualifications:

• Active U.S. Security Clearance
• Naturally team-oriented with a mission-first attitude
• Conceptual knowledge of API’s and as much real world experience with scripting languages such as Python
• Previous security industry experience

Axonius is committed to fair and equitable compensation packages. A candidate’s salary will be based on qualifications and relevant experience. In addition to the competitive salary (listed in our posting), our packages include an annual bonus, stock options and attractive benefits.

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.

Axonius Federal Systems participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 dhs.gov/e-verify