Helpdesk Technician jobs in United States

Job Description

As part of our rapid growth, we are looking for a Technical Support Engineer to join our team at Axonius. We are passionate about building software that solves problems. Our performance and stability engineers empower users with high availability, a rich feature set, and stellar performance to pursue their missions. We seek experienced stability and performance engineers to analyze large-scale data in real time, bring fresh ideas, and collaborate with cross-functional teams to develop real-world solutions and positive user experiences.

What your day will look like:

1. Work as the primary contact for all tickets assigned to you.
2. Act as an escalation point for the Technical Support and Technical Account Management teams.
3. Analyze and troubleshoot incidents with a resolution-focused approach.
4. Interpret customer questions on product usage and provide detailed, timely answers.
5. Write detailed escalation notes when forwarding tickets to senior engineering teams.
6. Perform follow-ups and manage tickets via email and the case management system.
7. Maintain internal and external knowledge bases.
8. Communicate with customers and internal teams about existing tickets and identify common patterns.
9. Provide feedback to management on process and procedure improvements.

Reach out if you are:

Must have all of these:

• 3-5 years of experience as a Technical Support Engineer.
• Fluent in Arabic and English.
• Experience communicating with customers in a B2B context via email and Zoom.
• High resilience to work under pressure.
• Ability to explain complex technical issues clearly.
• Willingness to travel within UAE and surrounding territories (Saudi Arabia, Qatar, Bahrain, Kuwait).
• Experience with troubleshooting software issues.
• Customer-focused mindset with a strong sense of ownership.
• Ability to stay positive in tough situations.
• Experience with RESTful APIs and their application in enterprise environments.
• Proficiency with Linux, including basic shell operations.

Must have half of these:

• Experience in a technical support role within software or technology sectors.
• Knowledge of networking, routing, TCP/IP protocols, firewall rules, and proxy connectivity.
• Ability to use system-level tools for network troubleshooting.
• Strong written communication skills.
• Experience creating knowledge base articles and troubleshooting guides.
• Ability to interpret application logs and extract useful information.
• Skill in managing multiple tickets and prioritizing tasks.

Advantages:

• Team-oriented culture and camaraderie.
• Experience with coding, preferably Python.
• Ability to build and use cURL commands for troubleshooting.
• Experience troubleshooting TLS, certificates, and SAML.
• Knowledge of databases and ability to troubleshoot database issues.
• Experience handling escalations internally and externally.
• Experience with platforms like MongoDB, Docker, and OpenVPN.

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