Technical Support Engineer

Axonius; Remote; CAD 95,000 - 110,000; Full time

Job summary

A cybersecurity startup is seeking a Remote Technical Support Engineer in Ontario, Canada. This role requires managing technical support tickets and resolving complex product challenges. Candidates should have over 3 years of experience in technical support, especially within technology sectors. The position offers a salary range of $95,000 to $110,000 CAD along with benefits and stock options. Join a diverse team focused on customer success and technical excellence.

Benefits

Stock options

Annual bonus

Attractive benefits

Qualifications

• 3+ years of experience in a Technical Support role in software or technology sectors.
• Ability to translate complex concepts into documentation.
• Experience troubleshooting TLS, SSL, and SAML protocols.

Responsibilities

• Manage the lifecycle of technical support tickets.
• Resolve escalated technical incidents.
• Maintain knowledge-base articles and documentation.

Skills

Technical troubleshooting

Networking fundamentals

RESTful APIs

Linux Shell navigation

Documentation skills

Tools

Python

MongoDB

OpenVPN

Docker

Job description

Location: Remote in Ontario, Canada

The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing.

Responsibilities

• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

#LI-LW1 #LI-REMOTE

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

Annual Salary Range (bonus and equity included in addition to the below numbers)

$95,000 — $110,000 CAD

About Axonius

Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization’s IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence.

Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world.

Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius.

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...