Axonius is seeking a Technical Support Engineer to join their team as part of their rapid growth. This role focuses on troubleshooting, client interaction, and resolving incidents for customers across the UAE and surrounding regions. The successful candidate will serve as the primary point of contact for customer support, provide timely and efficient solutions, and manage escalations. They will also contribute to improving internal processes, knowledge bases, and overall customer experience.

Key Responsibilities:

• Serve as the primary contact for all customer tickets, ensuring timely resolution.

• Act as an escalation point for the Technical Support and Technical Account Management teams.

• Analyze and troubleshoot incidents with a one-touch resolution approach.

• Communicate effectively with customers to interpret their product-related questions and provide clear answers.

• Maintain and update internal and external knowledge bases.

• Provide feedback on process improvements and common patterns observed in customer issues.

• Collaborate closely with international teams to ensure a smooth support experience.

• Occasionally travel to customer sites across the UAE and surrounding regions.

Requirements:

• Experience: 3-5 years as a Technical Support Engineer, with experience in B2B communication and troubleshooting.

• Technical Skills:

  • Proficiency with RESTful APIs.

  • Experience with Linux and ability to perform basic tasks in a Linux shell.

  • Strong understanding of networking, TCP/IP protocols, firewall validation, and network troubleshooting.

  • Hands-on experience with system-level tools to check network connectivity.

  • Experience with troubleshooting TLS, certificates, and SAML.

  • Familiarity with database platforms and troubleshooting reading from databases.

• Communication Skills: Excellent written and verbal communication skills in English; Arabic is a plus.

• Other Skills:

  • Ability to write troubleshooting guides, knowledge-base articles, and how-to documents.

  • Proficiency in reading and interpreting application logs.

  • Experience with multiple ticket management and prioritization.

Preferred Qualifications:

• Experience with Python or the ability to write code.

• Familiarity with platforms like MongoDB, Docker, OpenVPN, and experience with cURL commands.

• Ability to handle technical escalations within the team and externally.

Why Join Us:

• Be part of one of the fastest-growing cybersecurity startups, recognized for its performance and stability.

• Work in an inclusive and diverse environment that values innovation and collaboration.

• Enjoy the opportunity to grow within a rapidly expanding global team.

Company Values:
Axonius fosters a culture of teamwork, resilience, and dedication to providing excellent customer service. Their commitment to diversity and inclusion creates an environment where people from different backgrounds and experiences can thrive.