Technical Support Engineer • Mid-Level

Who you are

You have 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors — you've developed a strong foundation in troubleshooting and resolving technical issues effectively. Your expertise includes networking fundamentals such as TCP/IP, routing, subnets, firewall rules, and proxy connectivity, allowing you to navigate complex technical environments with ease.

You are proficient in utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting — this experience has equipped you with the skills to handle various technical challenges that arise in customer support. Your ability to translate complex technical concepts into clear, concise documentation is a key asset, enabling you to create valuable knowledge-base articles and how-to guides.

You thrive in a collaborative environment where you can share knowledge and contribute to continuous process improvement — your proactive approach to analyzing ticket patterns and providing feedback to management helps enhance support processes. You are committed to delivering exceptional technical support and ensuring high-quality incident resolution for customers.

What you'll do

As a Technical Support Engineer at Axonius, you will manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. You will resolve escalated technical incidents from the Technical Support and Technical Account Management teams using a one-touch resolution framework, ensuring that customer issues are addressed promptly and effectively.

You will author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation — this will not only aid your team but also empower customers to find solutions independently. Your role will involve analyzing ticket patterns to identify areas for improvement in support processes and procedures, providing objective feedback to management to enhance overall customer satisfaction.

What we offer

Axonius offers a dynamic work environment where you can grow your technical skills and contribute to a team dedicated to customer success. You will have the opportunity to work remotely from Ontario, Canada, while being part of a global team that values collaboration and knowledge sharing. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace.