About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement.

Responsibilities:

• Work as the primary point of contact for all tickets in your name
• Act as an escalation point for the Technical Support and Technical Account Management team
• Analyze and troubleshoot incidents with a one-touch resolution mindset
• Interpret customer questions on product usage and provide detailed and timely answers
• Write detailed and thorough escalation notes for sending tickets to senior engineering teams
• Perform routine follow-ups and ticket management via email and the case management system
• Write and maintain the internal and external knowledge bases
• Communicate with customers and internal parties about existing tickets and identify common patterns
• Provide feedback to management about improvements to processes and procedures

Minimum Qualifications:

• 3+ years of professional experience in a Technical Support role within software and/or technology.
• Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (technical and non-technical, internal and external) in a business-to-business setting.
• Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment
• Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides.
• Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity, coupled with the ability to utilize system-level tools for network troubleshooting and validation of open ports.
• Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
• Experience of AI
• Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment

Preferred Qualifications: 

• Experience reading or writing code with a strong preference for Python.
• Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues.
• Ability to build cURL commands and use them as a troubleshooting tool
• Experience with TLS and Certificate troubleshooting
• Basic understanding of and experience with SAML
• Experience with database platforms and ability to troubleshoot reading from databases
• Experience with the following platforms:
  • MongoDB
  • Docker
  • OpenVPN

#LI-MDI

#Remote

Backend Engineer-

São Paulo , Remote, but 1 day in the office every other week

The Asset Group manages over 1,200 integrations at Axonius, enabling us to maintain a strong competitive advantage in the market. Our team develops and maintains highly scalable infrastructures, ensuring seamless data normalization and processing, which is crucial for building efficient systems and delivering valuable insights.
As a backend engineer, you'll operate with a WIN (Whatever It Needs) and end-to-end (E2E) responsibility mindset, focusing on building robust, high-performance systems. You'll quickly decipher complex technical challenges, research and develop solutions, and deploy them at scale. Your work will drive technical success, contributing to a customer-driven product that meets client needs, secures deals, and ensures long-term success.

 What your day will look like:

• You will be working in high volume of data and large scale, in production environment 
• Be a problem-solver, providing out-of-the-box solutions to unique problems using top innovative technology
• Own feature development from definition level throughout the actual usage on customer environments
• Researching solutions, developing, and deploying quick features/ customizations to obtain the tech WIN!
• Leveraging AI agents to accelerate feature delivery in a fast-moving environment without sacrificing code quality or architectural integrity
• In a nutshell, you will be the technical ace that helps us close the deal 

Minimum Qualifications: 

• 3+ years of experience as a Backend Engineer, with deep infrastructure understanding
• Significant coding experience, including design and code review, or experience with infrastructure coding
• Fast learning ability to work independently and adapt quickly in a fast-paced, dynamic environment
• Proven experience with at least one of the following communication method REST, SOAP, GraphQL, LDAP, SNMP
• Proven experience with at least one of the following Database technologies SQL, MongoDB
• Excellent English written and verbal communication

Preferred Qualifications:

• Experience with Python
• Experience with Linux environments
• Experience with multi-process architectures and relevant operating systems System calls (Fork, exec)
• Experience in the cybersecurity industry
• Experience working with customers worldwide
• Extensive experience with a variety of technologies (such as Docker, MongoDB, cloud environments)