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Technical Support Engineer

Axonius

Axonius

IT, Customer Service
Brazil · Remote
Posted on Thursday, February 22, 2024

We are growing and are looking for future Axonians who value personal and career growth, team-work, and winning!

We’re poised as the fastest-growing cybersecurity company in history. To support our growth, we’re looking to add additional Technical Support Engineers to our team!

What your day will look like:

The TSE is the core Engineer as part of the Axonius Technical Support team. You represent Axonius externally in all facets. This is a customer support driven role, you must have a passion for helping others and pushing the envelope forward internally on their behalf.

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 do not have on-call rotations and strive for great work/life balance. We have a commitment to our customers and that means a commitment to you and your happiness.

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

Note - We are an international company, and therefore this role will interface with international employees and customers daily.

Please note that there is in person training in our Sao Paulo offices. You are required to attend these initially for the first few weeks and to work in the office periodically with our Brazilian staff throughout your tenure.

Examples: you may be asked periodically to attend optional training, events or conferences at Sao Paulo.

The Primary Pillars of Technical 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.
  • Provide international technical support and coverage for a diverse range of customers, employees via email, ticketing systems and outbound calls.

Adaptability

  • 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 and organization.

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
  • 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.
  • Handle 20 ticket closures per week and provide high level case management operations such as communications to other departments, pooling resources, finding the answers to unexplored areas of Axonius and incident management duties.
  • Take on complex cases and subjects and formulate them into repeatable practices, processes and knowledge base articles.

Troubleshooting Examples:

  • Log analysis & diagnostics for remediation efforts involving:
  • HTTP/ status codes and network based issues involving REST APIs, Servers and On Prem / hosted applications.
  • Ability to discern which layer of the OSI model an error is being returned from.
  • Issues with SSO, Certificates, LDAP, and VMs.

Our Culture and Benefits:

  • While we have physical offices in New York, São Paulo, and Tel Aviv, we embrace a flexible working culture. The majority of our employees work remotely, regardless of their location around the globe. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
  • As a global company, we strive for excellence in everything we do. To support our employees in communicating effectively across borders, we provide English lessons as part of our commitment to their success.
  • Competitive compensation. Market rate salaries, stock options for all full-time employees with equity refresh opportunities.
  • We provide a CLT contract with benefits such as a health and dental plan, thirteen first salary, FGTS, meal allowance, transportation allowance, life insurance, Gympass, and more.
  • Axonius is committed to ensuring that each team member has a clear and attainable long-term career path. To support this, we allocate a yearly budget to every employee, enabling them to invest in their own growth and learning according to their specific needs and aspirations. In addition, we are given access to Pluralsight, an online education platform that offers a variety of video training courses for software developers.
  • We understand the importance of maintaining a healthy work-life balance. That's why we provide our employees with three long weekends throughout the year, giving them the opportunity to rejuvenate, spend quality time with loved ones, and invest in their own well-being.

Reach out if you are:

  • 2-3 years of professional or equivalent hands-on experience in a Technical Support or technical role.
  • 1 years of professional or equivalent hands-on experience with Networking fundamentals for diagnosing related issues including protocols, status codes, layer troubleshooting concepts, firewalls, etc.
  • 1 years of professional or equivalent hands-on experience with Linux utilization and navigation skills.
  • Strong verbal, written, and interpersonal communication skills.
  • Written and verbal communication will be tested at the time of the interview.
  • 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.
  • Network Certifications or Fundamentals training such as PluralSight or others.
  • Programming: written or readability with Python.
  • Note - other demonstrated competency with other languages are great as well.

A little more about Axonius:

Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world.

Headquartered in New York, New York, Axonius employs over 600 people worldwide. Axonius has been recognized with the Great Place to Work Certification™ and was named to Dun’s Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was ranked Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list. Axonius has been cited as the fastest growing cybersecurity company in history by revenue.

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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