Enterprise Account Executive, Chicago Remote - Illinois
Axonius, Chicago, IL, United States
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
At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, a
#J-18808-Ljbffr
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
At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, a
#J-18808-Ljbffr