Technical Support Engineer: Incident Lead & Knowledge Base

Axonius; Austin (TX); On-site; USD 80,000 - 110,000; 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 continuous process improvement. You will troubleshoot complex product challenges with meticulous care and actively share knowledge across teams.

In this role you will help document solutions, contribute to knowledge bases, and drive improvements in support processes while collaborating with global stakeholders to deliver reliable technical support.

Qualifications

• 3+ years in Technical Support in software or tech sectors.
• Troubleshooting TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
• Experience using RESTful APIs and Linux Shell in enterprise settings.
• Ability to translate complex technical concepts into written business-to-business documentation for senior engineers.

Responsibilities

• Manage the full lifecycle of assigned technical support tickets with follow-ups and documentation.
• Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting docs.
• Analyze ticket patterns and provide feedback to management to improve support processes.

Skills

TCP/IP

Routing

Subnets

Firewall Rules

Proxy Connectivity

RESTful APIs

Linux Shell

Documentation Writing

Job description

Axonius seeks a Technical Support Engineer to act as a primary contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. You will troubleshoot complex product challenges with meticulous care and actively share knowledge across teams.

In this role you will help document solutions, contribute to knowledge bases, and drive improvements in support processes while collaborating with global stakeholders to deliver reliable technical support.