Technical Support Engineer
Axonius
·- Location
- Ontario, Canada · Canada
- Workplace
- Remote
- Department
- IT
- Seniority
- Mid
- Experience
- 3+ years
Description
Our Technical Support Engineering team is the backbone of customer success, providing expert assistance and driving efficient solutions to complex technical challenges globally. We are a collaborative group of problem-solvers focused on delivering exceptional support. The team values innovation, teamwork, and a commitment to continuous process improvement in a fast-paced environment.
Responsibilities
- Serve as the primary point of contact and case manager for all assigned tickets, acting as an escalation point for other teams and striving for one-touch resolution.
- Analyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.
- Create and maintain comprehensive technical documentation, including internal and external knowledge base articles.
- Write detailed and thorough escalation notes for transfer to senior engineering teams and provide feedback to management for process and procedural improvements.
Qualifications
Minimum Qualifications
- 3+ years of professional experience in a Technical Support role within a software or technology business.
- Proven experience in in-depth software troubleshooting, demonstrating a strong sense of ownership and a customer-centric approach.
- Understanding of networking fundamentals (e.g., TCP/IP, routing, firewall rules) and the ability to use system-level tools for network validation.
- Proficiency in navigating and performing basic tasks within a Linux Shell in an enterprise environment.
- Experience troubleshooting and resolving issues related to RESTful APIs, TLS, and Certificates.
Preferred Qualifications
- Experience reading or writing code, with a strong preference for Python.
- Ability to effectively analyze application logs and data sets for troubleshooting and issue resolution.
- Experience with database platforms and the ability to troubleshoot reading from databases.
- Ability to build and utilize cURL commands as a troubleshooting tool.
- Experience with platforms such as MongoDB, Docker, or OpenVPN.
- Familiarity with AI tools and LLMs (e.g., Claude, ChatGPT, Copilot) and their use to accelerate troubleshooting, log analysis, scripting, or documentation is an advantage.
#LI-REMOTE, #LI-BH1
Axonius is committed to fair and equitable compensation. Base salary is determined by a candidate's qualifications, relevant experience, and skills. In addition to base salary, our total rewards package includes an annual bonus, stock options, and a comprehensive benefits package.
These ranges reflect the base salary Axonius in good faith expects to pay for this role in each location. Bonus and equity are in addition to base salary and are not included in these ranges.
Are we a match?
You will thrive here if you:
- Ask "why" when everyone else jumps straight to "how."
- Take ownership of problems, even when they aren't in your job description.
- Lead with low ego, prioritizing "we before I" and giving credit publicly.
- Thrive in ambiguity and use it as an opportunity to bring order to chaos.
- Act with urgency while building systems meant to scale over time.
- Create without waiting for a detailed roadmap to get started.
What we offer:
- Flexibility, Rest & Health — flexible time-off, company-wide "Unwind Weekends," and fully funded health insurance options.
- Life & Family Milestones — generous parental leave, extended bereavement, and dedicated time off for life's big moments like marriages, graduations, and grandchildren.
- Collaborative Environment — no silos, shared credit across teams, and a culture employees consistently describe as supportive and trust-based.
- Development, Ownership & Equity — stock options for all, equity refreshes, individual learning budgets, and AI tools.
- Community & Giving Back — ERGs, volunteer time off, charitable milestone gifting, and local community partnerships.
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 origin, sexual orientation, citizenship, marital status, disability, or Veteran status.
Axonius participates in E-Verify. To learn more, please review the E-Verify Participation Poster (PDF) and the Right to Work Poster (PDF). By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.