Technical Support Engineer
New
A
AxoniusCybersecurity
Remote, Ontario, CAFull-TimeMiddle
Salary90,000 - 110,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- DockerPythonMongoDBRESTful APIsLinuxNetworking
Requirements
- 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors.
- Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
- Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
- Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.
- Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues.
- Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols.
- Proficiency with database platforms and the ability to troubleshoot data retrieval issues.
- Hands-on experience with MongoDB and OpenVPN.
- Professional experience managing and troubleshooting applications within Docker containers.
Responsibilities
- Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
- Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
- Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.
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