Technical Support Engineer

Axonius Federal Systems LLC (AFS) gives federal agencies the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and complying with federal cybersecurity regulations and guidelines such as Zero Trust, NIST Cybersecurity Framework, CDM, FISMA, and BOD 23-01.

Headquartered in the DC-metro area with employees across the country, Axonius Federal has an installed customer base spanning the civilian sector and every branch of the DoD.

Axonius has been recognized with the Great Place to Work Certification and was named to Duns Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was on the Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list.

For more on how AFS supports the mission of the U.S. government to improve national security, visit https://www.axonius.com/axonius-federal.

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 customers first point of 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. If you are passionate about providing top-tier customer support working within a fast-paced environment, we encourage you to apply!

Responsibilities:

• 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

Minimum Qualifications:

• 2-3 years 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
• Knowledge of Docker and/or other containerization technologies
• Experience working with and troubleshooting Linux systems
• Experience handling technical escalations within your team and to external teams

Preferred Qualifications:

• Active U.S. Security Clearance
• Conceptual knowledge of APIs and experience with scripting languages such as Python
• Previous cybersecurity industry experience

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 http://dhs.gov/e-verify