Senior Technical Support Engineer

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

• Analyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.
• Lead and resolve complex, highly escalated technical incidents that require deep software, networking, and system-level troubleshooting expertise.
• Drive process and knowledge maturation by writing and enforcing high-quality technical documentation for internal and external knowledge bases and proactively identifying systemic areas for improvement.
• Mentor and technically guide junior and mid-level Technical Support team members in advanced troubleshooting techniques, product usage interpretation, and effective customer communication.

Minimum Qualifications

• 6+ years of professional experience in a Technical Support role within a software or technology business.
• Expert-level proficiency in Linux Shell for system administration, complex log analysis, script execution, and advanced troubleshooting in enterprise environments.
• Demonstrated mastery of networking protocols (TCP/IP, HTTP/S) and their advanced troubleshooting, including deep packet inspection, firewall/proxy configuration validation, and network path analysis.
• Proven experience consuming, diagnosing, and debugging RESTful APIs via tooling (e.g., cURL, Postman) and the ability to interpret and debug common API integration issues.

Preferred Qualifications

• Expertise in reading or writing code to aid in defect identification, with a strong preference for proficiency in Python for tooling or script analysis.
• Advanced experience with database platforms (e.g., MongoDB, PostgreSQL) for querying data, analyzing schema, and troubleshooting data access issues.
• Specialized experience with security protocols including deep-dive troubleshooting of TLS/Certificates and SAML/OAuth authentication flows.
• Direct experience troubleshooting containerization technologies such as Docker in production environments.

Axonius is committed to fair and equitable compensation packages. A candidate's salary will be based on qualifications and relevant experience. In addition to a competitive salary, our packages include stock options, attractive benefits, and an annual bonus.

Annual Salary Range (bonus and equity included in addition to the below numbers)

$115,000—$130,000 CAD

About Axonius
Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization's IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence.

Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world.

Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about
benefits at Axonius
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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, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.

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