At a Glance
- Tasks: Provide expert technical support and drive solutions for complex product challenges.
- Company: Join a diverse and inclusive tech company focused on customer success.
- Benefits: Competitive pay, growth opportunities, and a supportive work environment.
- Other info: Exciting chance to work with cutting-edge technology in a remote setting.
- Why this job: Make a real impact by solving technical issues and improving processes.
- Qualifications: 3+ years in Technical Support with strong troubleshooting skills.
The predicted salary is between 45000 - 50000 £ per year.
The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing.
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.
Minimum Qualifications:
- 3+ years of professional experience in a Technical Support role, specifically within the software or technology sectors.
- Professional experience in 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.
Preferred Qualifications:
- Experience reading or writing code, with a specific proficiency in Python.
- 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.
Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community‑building, and so much more. At 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.
Technical Support Engineer New Remote UK employer: Axonius
Axonius is an exceptional employer that prioritises the growth and well-being of its employees, offering competitive compensation, comprehensive benefits, and a strong commitment to community-building. With a focus on diversity and inclusion, the company fosters a collaborative work culture where Technical Support Engineers can thrive through continuous learning and professional development, all while working remotely in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer New Remote UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Axonius. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Axonius before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer New Remote UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Axonius:Your cover letter is your chance to shine! Tell us why you want to work at Axonius specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Axonius!
How to prepare for a job interview at Axonius
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
