Sr. Technical Support Engineer- West

Job Description:

The Sr. Technical Support Engineer will provide senior level expertise in the following areas: leadership, technical guidance, technical diagnostics, coaching, and mentorship. Flexibility is a critical component to the role due to our rapid growth and continuous company evolution.

Daily tasks include Outage and Incident Management, team coordination efforts, live outbound technical calls, technical comprehension to assist with deep troubleshooting dives, handling a large amount of ticket and casework, and delivering on internal processes and procedures in a timely manner.

We are an international company, and therefore this role will interface with international employees and customers daily. Internally this may include, but is not limited to Engineers, HR, Operations, Finance, and Account Management. Customers may include key organization leaders and technical professionals who are administering our product from within their companies.

You must have a commitment to learning and improving yourself, the team, and the product in entirety. This is a full-time position and requires the focus and demands of a forty-hour work week to best serve the needs of our customers and internal teams. 

The 5 Primary Senior Engineering Responsibilities:

 Customer Service

•  You will represent the face of Axonius and be at the forefront of customer service engagement and interaction.
• Reading, written and verbal communication, and documentation are crucial to this role, as well as understanding urgency related to Incident Management and triage situations with customer relations.

Leadership

•  You must not be afraid to lead the charge on complex technical issues with your expertise, both internally and externally.
• Large or cross-team training and demonstration is a critical component to the Senior title.
•  The ability to articulate and apply business pressure and timeliness toward actionable resolutions is vital; this entails having a professional approach to pushing the envelope for our clients and pooling resources together to tackle difficult internal tasks.

Training

• Ability to demonstrate your technical knowledge internally and externally; this involves training our customers in how to use the product in an easy and efficient manner, while also offering your technical expertise internally to close knowledge gaps.

Learning

• You’re always striving to be the best version of yourself and are hungry to learn (and provide constructive feedback for) our complex systems, products, and processes.

Technical

• Must handle, manage, and update a high volume of cases per week while adhering to our internal metric expectations in a fast-paced environment.
• Perform remediation steps on Outages, Triages, and related Incident Management procedures.
• Be able to guide our international clients and internal employees through technical issues involving network and firewall issues, Linux, log extraction, application-specific issues, tunnel-related issues, log diagnosis, and more.

Flexibility

• You’re able to work independently or as part of a team environment when needed. You’re comfortable with facing down a multitude of tasks, tickets, and rapid changes from week to week while keeping up with the various demands of the position. 

Requirements:

• 4 years of professional or equivalent hands-on experience in a Technical Support or technical role.
• 2 years of professional or equivalent hands-on experience with Networking fundamentals for diagnosing related issues including protocols, status codes, layer troubleshooting concepts, firewalls, etc.
• 2 years of professional or equivalent hands-on experience with administration of Linux systems from the command line.
• Strong verbal, written, and interpersonal communication skills.
• Strong critical thinking, problem solving, and comprehension skills.
• Capability to break down complex technical concepts into easy-to-understand lessons, both verbal and written.
• Conceptual and demonstrable understanding of REST APIs and basic code concepts. 

Advantages:

• Examples of leadership, coding, or communication projects and skills such as blog posts, git-repo, YouTube videos, or technical documentation.
• Understanding of Docker fundamentals.
• Advanced application support or knowledge of modern applications involving cloud, networks, scanners, or asset management such as AWS, Azure, GCP, AD, SCCM, Qualys, Tenable, etc.
• Programming: written or readability with Python (primary), or PowerShell, C variants, JS, Bash, etc.