Enterprise Tech Support Engineer

Axonius; Cleveland (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Axonius seeks a Technical Support Engineer to act as a primary contact and escalation lead, ensuring high-quality incident resolution and ongoing process improvement. The role focuses on meticulous troubleshooting and proactive knowledge sharing within a global customer base.

Responsibilities include managing tickets from start to finish, authoring and curating knowledge-base articles, and analyzing ticket trends to drive improvements across support processes and engineering teams.

Qualifications

• 3+ years of professional experience in a Technical Support role, specifically within the software or technology sectors.
• Proficient troubleshooting of networking fundamentals (TCP/IP, routing, subnets, firewall rules, proxy connectivity).
• Experience using RESTful APIs and Linux Shell in an enterprise setting.
• Ability to translate complex technical concepts into written business-to-business documentation and escalation notes.

Responsibilities

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
• 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.

Skills

Networking basics

RESTful APIs

Linux Shell

Documentation

Escalation

Tools

Docker

MongoDB

OpenVPN

SQL/Databases

Job description

Axonius seeks a Technical Support Engineer to act as a primary contact and escalation lead, ensuring high-quality incident resolution and ongoing process improvement. The role focuses on meticulous troubleshooting and proactive knowledge sharing within a global customer base.

Responsibilities include managing tickets from start to finish, authoring and curating knowledge-base articles, and analyzing ticket trends to drive improvements across support processes and engineering teams.