{"id":4281389,"url":"https://alion.io/job/axonius-technical-support-engineer","title":"Technical Support Engineer","company":{"id":8545,"name":"Axonius","domain":"axonius.com","url":"https://alion.io/company/axonius","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Linux","optional":false},{"name":"Rest API","optional":false},{"name":"TCP/IP","optional":false},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Copilot","optional":true},{"name":"Docker","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-11-13T20:30:08Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T20:36:06Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nResponsibilities\nServe as the primary point of contact and case manager for all assigned tickets, acting as an escalation point for other teams and striving for one-touch resolution.\nAnalyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.\nCreate and maintain comprehensive technical documentation, including internal and external knowledge base articles.\nWrite detailed and thorough escalation notes for transfer to senior engineering teams and provide feedback to management for process and procedural improvements.\nQualifications\nMinimum Qualifications\n 3+ years of professional experience in a Technical Support role within a software or technology business.\nProven experience in in-depth software troubleshooting, demonstrating a strong sense of ownership and a customer-centric approach.\nUnderstanding of networking fundamentals (e.g., TCP/IP, routing, firewall rules) and the ability to use system-level tools for network validation.\nProficiency in navigating and performing basic tasks within a Linux Shell in an enterprise environment.\nExperience troubleshooting and resolving issues related to RESTful APIs, TLS, and Certificates.\nPreferred Qualifications\nExperience reading or writing code, with a strong preference for Python.\nAbility to effectively analyze application logs and data sets for troubleshooting and issue resolution.\nExperience with database platforms and the ability to troubleshoot reading from databases.\nAbility to build and utilize cURL commands as a troubleshooting tool.\nExperience with platforms such as MongoDB, Docker, or OpenVPN.\nFamiliarity with AI tools and LLMs (e.g., Claude, ChatGPT, Copilot) and their use to accelerate troubleshooting, log analysis, scripting, or documentation is an advantage.\n#LI-REMOTE, #LI-BH1\nAxonius is committed to fair and equitable compensation. Base salary is determined by a candidate's qualifications, relevant experience, and skills. In addition to base salary, our total rewards package includes an annual bonus, stock options, and a comprehensive benefits package.\nThese ranges reflect the base salary Axonius in good faith expects to pay for this role in each location. Bonus and equity are in addition to base salary and are not included in these ranges.\nAnnual Base Salary Range\n$95,600—$106,200 CAD\nAre we a match?\nYou will thrive here if you:\nAsk \"why\" when everyone else jumps straight to \"how.\"\nTake ownership of problems, even when they aren't in your job description.\nLead with low ego, prioritizing \"we before I\" and giving credit publicly.\nThrive in ambiguity and use it as an opportunity to bring order to chaos.\nAct with urgency while building systems meant to scale over time.\nCreate without waiting for a detailed roadmap to get started.\nWhat we offer:\nFlexibility, Rest & Health - flexible time-off, company-wide \"Unwind Weekends,\" and fully funded health insurance options.\nLife & Family Milestones - generous parental leave, extended bereavement, and dedicated time off for life's big moments like marriages, graduations, and grandchildren.\nCollaborative Environment - no silos, shared credit across teams, and a culture employees consistently describe as supportive and trust-based.\nDevelopment, Ownership & Equity - stock options for all, equity refreshes, individual learning budgets, and AI tools.\nCommunity & Giving Back - ERGs, volunteer time off, charitable milestone gifting, and local community partnerships.\nLearn more about benefits at Axonius.\nAt Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.\nAxonius participates in E-Verify. To learn more, please review the E-Verify Participation Poster (PDF) and the Right to Work Poster (PDF). 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