📍 Job Overview

Job Title: Technical Support Engineer
Company: Axonius
Location: Remote - UK
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: 2025-07-29
Experience Level: 5-10 years
Remote Status: Remote Solely

🚀 Role Summary

As a Technical Support Engineer at Axonius, you will be the primary point of contact for customers, providing exceptional support and troubleshooting complex issues. You will collaborate with cross-functional teams to ensure customer satisfaction and drive continuous improvement. This role requires a strong technical background, excellent communication skills, and a customer-focused mindset.

💻 Primary Responsibilities

Customer Support: Handle customer tickets via email and Zoom calls, providing timely and accurate solutions.
Troubleshooting: Analyze and troubleshoot incidents, using a one-touch resolution mindset.
Communication: Interpret customer questions and provide detailed, clear answers.
Escalation Management: Write thorough escalation notes and collaborate with senior engineering teams.
Process Improvement: Provide feedback to management about process improvements and procedure enhancements.
Knowledge Base Management: Maintain and update internal and external knowledge bases.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 5+ years of experience in a Technical Support Engineer role, with a strong focus on customer communication and software troubleshooting.

Required Skills:

Proficient in Linux and navigating Linux Shell.
Experience with RESTful APIs and their usage in corporate environments.
Strong written and verbal communication skills.
Ability to work in a pressurized environment and maintain professional resilience.
Willingness to travel onsite to visit customers within the UAE and surrounding territories.

Preferred Skills:

Experience with networking topologies, routing between subnets, TCP/IP protocols, and firewall rules.
Ability to read and interpret application logs and extract useful information from data sets and error logs.
Familiarity with Python, cURL, and database platforms.
Experience with MongoDB, Docker, and OpenVPN.
Basic understanding of SAML and TLS certificate troubleshooting.

📊 Web Portfolio & Project Requirements

While this role does not require a traditional web portfolio, candidates should be prepared to demonstrate their technical troubleshooting skills and customer support experience through examples and case studies. Familiarity with Axonius products and services is a plus.

💵 Compensation & Benefits

Salary Range: £45,000 - £60,000 per annum (depending on experience and location)

Benefits:

Competitive salary and equity compensation.
Comprehensive health, dental, and vision insurance.
401(k) matching.
Flexible time off and work-life balance.
Professional development opportunities and training.
A dynamic, inclusive, and collaborative work environment.

Working Hours: Full-time, with flexible hours to accommodate customer time zones.

📝 Enhancement Note: The salary range provided is based on market research for Technical Support Engineer roles in the UK, considering the required experience level and regional cost of living. Actual compensation may vary based on individual qualifications and business needs.

🎯 Team & Company Context

Company Culture: Axonius fosters a collaborative and inclusive work environment, valuing diversity, innovation, and continuous learning. They prioritize customer success and strive to deliver exceptional service to their global client base.

Team Structure: The Technical Support team consists of experienced engineers who work closely with cross-functional teams, including Technical Account Management, Product, and Engineering. The team follows Agile methodologies and emphasizes process improvement and knowledge sharing.

Development Methodology: Axonius uses Agile/Scrum methodologies for project management, with a focus on continuous improvement and customer satisfaction.

Company Website: Axonius

📝 Enhancement Note: Axonius is recognized as a Great Place to Work, with a strong focus on employee growth and development. They offer competitive benefits and a dynamic work environment that encourages collaboration and innovation.

📈 Career & Growth Analysis

Technical Support Engineer Role: This role involves managing customer tickets, troubleshooting technical issues, and providing exceptional customer support. It requires a strong technical background, excellent communication skills, and a customer-focused mindset.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager and works closely with other support engineers, as well as cross-functional teams, including Technical Account Management, Product, and Engineering.

Technical Impact: In this role, you will directly impact customer satisfaction and drive process improvements within the Technical Support team. Your work will help ensure that Axonius products and services meet the highest standards of quality and reliability.

Growth Opportunities:

Technical Growth: Develop your technical skills by working on complex customer issues and learning from experienced team members.
Leadership Development: Demonstrate strong performance and take on mentoring responsibilities within the team.
Career Progression: Proven success in this role may lead to opportunities in Technical Account Management, Customer Success, or other related fields.

📝 Enhancement Note: Axonius offers a clear career path for Technical Support Engineers, with opportunities for growth and development within the team and across the organization. The company values internal promotions and encourages employees to take on new challenges and responsibilities.

🌐 Work Environment

Office Type: Remote work environment, with occasional onsite visits to customer locations within the UAE and surrounding territories.

Office Location(s): Remote - UK, with occasional travel to customer sites.

Workspace Context:

Remote Work: Collaborate with team members and customers using various communication tools, such as email, Zoom, and Slack.
Technical Environment: Work with Axonius products and services, including RESTful APIs, Linux, and other relevant technologies.
Customer Interaction: Engage with customers via email and Zoom calls, providing exceptional support and troubleshooting complex issues.

Work Schedule: Full-time, with flexible hours to accommodate customer time zones and occasional on-call responsibilities.

📝 Enhancement Note: Axonius provides a flexible and dynamic work environment, with a focus on employee well-being and work-life balance. The remote work arrangement allows for a better balance between professional and personal responsibilities.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
Technical Assessment: A hands-on test to evaluate troubleshooting skills, customer support experience, and technical knowledge.
Final Interview: A discussion with the hiring manager and other team members to assess fit and answer any remaining questions.

Portfolio Review Tips:

Prepare examples of complex customer issues you've resolved and the steps you took to troubleshoot and resolve them.
Highlight your customer support experience and any relevant technical skills.
Familiarize yourself with Axonius products and services, and be ready to discuss how you would support customers using them.

Technical Challenge Preparation:

Brush up on your Linux and RESTful API knowledge.
Review common networking topologies, routing protocols, and firewall rules.
Practice troubleshooting complex customer issues and documenting your steps and solutions.

ATS Keywords: See the comprehensive list of relevant keywords below, organized by category.

📝 Enhancement Note: Axonius uses a structured interview process to evaluate candidates' technical skills, customer support experience, and cultural fit. The company values candidates who can demonstrate strong troubleshooting skills and a customer-focused mindset.

🛠 Technology Stack & Web Infrastructure

Technical Support Tools:

Ticketing System: JIRA Service Desk or similar platform.
Communication Tools: Email, Zoom, and Slack.
Documentation: Confluence or similar knowledge base platform.

Technical Support Technologies:

Operating Systems: Linux (Ubuntu, CentOS, etc.).
Web Technologies: RESTful APIs, HTML, CSS, JavaScript.
Databases: MongoDB, SQL.
Networking: TCP/IP protocols, routing, firewall rules, proxy connectivity.
Other Technologies: Docker, OpenVPN, SAML, TLS.

📝 Enhancement Note: Axonius uses a variety of tools and technologies to provide exceptional customer support and troubleshoot complex technical issues. Familiarity with these tools and technologies is essential for success in this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Put customers first and strive to exceed their expectations.
Technical Excellence: Continuously improve your technical skills and stay up-to-date with industry trends.
Collaboration: Work closely with cross-functional teams to drive customer success and process improvement.
Resilience: Maintain a positive and professional demeanor under pressure and in challenging situations.
Innovation: Think creatively and find unique solutions to complex customer problems.

Collaboration Style:

Cross-Functional Integration: Work closely with Technical Account Management, Product, and Engineering teams to resolve customer issues and drive process improvement.
Code Review Culture: Collaborate with team members to review and improve troubleshooting processes and documentation.
Knowledge Sharing: Share your expertise with team members and learn from others to continuously improve your skills and the quality of support provided to customers.

📝 Enhancement Note: Axonius fosters a collaborative and inclusive work environment, with a strong focus on customer success and continuous learning. The company values employees who can demonstrate strong technical skills, excellent communication, and a customer-focused mindset.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot and resolve complex customer issues, often under time constraints and pressure.
Legacy Systems: Work with older systems and technologies, and help customers migrate to more modern and efficient solutions.
Emerging Technologies: Stay up-to-date with new technologies and trends, and help customers integrate them into their environments.

Learning & Development Opportunities:

Technical Training: Participate in regular training sessions and workshops to improve your technical skills and stay current with industry trends.
Conferences & Events: Attend industry conferences and events to network with other professionals and learn about new technologies and best practices.
Mentoring: Seek mentorship opportunities within the team and across the organization to develop your skills and advance your career.

📝 Enhancement Note: Axonius offers numerous opportunities for Technical Support Engineers to learn, grow, and develop their careers. The company values employees who are proactive in seeking out new challenges and continuous learning.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a complex customer issue you've resolved and the steps you took to troubleshoot and resolve it.
Technical Troubleshooting: Walk through a technical troubleshooting process for a hypothetical customer issue, demonstrating your problem-solving skills and technical knowledge.
Customer Communication: Role-play a customer interaction, demonstrating your ability to communicate complex technical concepts clearly and effectively.

Company & Culture Questions:

Customer Focus: Describe how you ensure customer satisfaction and exceed customer expectations in your current or previous role.
Teamwork: Provide an example of a time when you worked collaboratively with a team to achieve a common goal, and how you handled any conflicts or challenges that arose.
Adaptability: Describe a situation where you had to adapt to a significant change or unexpected event, and how you handled it.

Portfolio Presentation Strategy:

Customer Support Examples: Prepare examples of complex customer issues you've resolved, highlighting your troubleshooting skills and customer support experience.
Technical Deep Dive: Choose a specific technical area relevant to the role and prepare a deep dive into your knowledge and experience in that domain.
Customer Testimonials: If possible, include customer testimonials or recommendations that highlight your exceptional customer support and technical expertise.

📝 Enhancement Note: Axonius values candidates who can demonstrate strong technical skills, excellent communication, and a customer-focused mindset. The interview process is designed to assess these qualities and provide a comprehensive evaluation of each candidate's fit for the role.

📌 Application Steps

To apply for this Technical Support Engineer position at Axonius:

Submit Your Application: Click the "Apply Now" button on the job listing and follow the prompts to submit your resume and cover letter.
Prepare Your Portfolio: Tailor your portfolio to highlight your technical troubleshooting skills and customer support experience, with a focus on complex customer issues you've resolved.
Research Axonius: Familiarize yourself with Axonius products and services, and be ready to discuss how you would support customers using them.
Prepare for the Interview: Review the interview process and prepare for each stage, focusing on your technical skills, customer support experience, and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to Technical Support Engineer roles, emphasizing customer communication, troubleshooting, and process improvement.
Include relevant technical skills, such as Linux, RESTful APIs, and networking, as well as soft skills, such as communication, resilience, and adaptability.
Address the unique challenges and growth opportunities faced by Technical Support Engineers, with a focus on continuous learning and career progression.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Only include Enhancement Notes when making significant inferences about the role, technical requirements, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute Technical Support and customer success-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and Technical Support Engineer market rates.

Industry Expertise:

Include specific Technical Support tools, technologies, and methodologies relevant to the role.
Address the unique challenges and growth opportunities faced by Technical Support Engineers, with a focus on continuous learning and career progression.
Provide tactical advice for Technical Support portfolio development, live demonstrations, and project case studies.
Include Technical Support interview preparation and coding challenge guidance.
Emphasize customer communication, troubleshooting, and process improvement skills throughout the document.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use Technical Support and customer success industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to Technical Support Engineers.
Provide actionable insights that give Technical Support candidates a competitive advantage.
Focus on Technical Support team culture, cross-functional collaboration, and customer impact measurement.

Technical Support & Customer Success Emphasis:

Emphasize customer communication, troubleshooting, and process improvement skills throughout the document.
Include relevant Technical Support tools, technologies, and methodologies in each section.
Address the unique challenges and growth opportunities faced by Technical Support Engineers, with a focus on continuous learning and career progression.
Provide tactical advice for Technical Support portfolio development, live demonstrations, and project case studies.
Include Technical Support interview preparation and coding challenge guidance.
Emphasize customer communication, troubleshooting, and process improvement skills in every section.

Avoid:

Generic business jargon not relevant to Technical Support or customer success roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to Technical Support or customer success roles.
Marketing language unrelated to Technical Support, customer success, or customer experience.

Generate comprehensive, Technical Support-focused content that serves as a valuable resource for Technical Support Engineer candidates seeking their next opportunity and preparing for technical interviews in the Technical Support industry.

Technical Support Engineer