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Escalation Engineer

Axonius

Axonius

United States · Remote
Posted on Friday, June 7, 2024

As part of our rapid growth we are looking for an Escalation Engineer to join our team!

At Axonius, we’re passionate about building software that solves problems. We count on our performance and stability engineers to empower our users with a rich feature set, high availability, and stellar performance level to pursue their missions. As we expand our customer deployments, we are currently seeking experienced stability and performance engineers to deliver insights from massive scale data in real time. Specifically, we are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.

In this role, you will serve as an escalation point within our organization, providing rapid response to emerging issues. Escalation Engineers are first responders who handle emergent issues proactively where possible and reactively where necessary, joining critical customer calls on-demand to quickly diagnose and resolve urgent issues. Through the use of monitoring tools and extensive communication with other teams, it is your role to provide solutions-focused direction while remaining calm, cool, and collected. This role requires a high degree of context switching and a love for a fast-paced, high-impact work environment.

Responsibilities:

  • Primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
  • Rapid triage, analysis, and response of complex system and/or software related issues including outages, performance issues, and business blockers
  • Triage information from multiple sources to spot and respond to trending issues and wide events
  • Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software.
  • Use proactive tools to respond to and resolve priority issues
  • Evaluate performance issues and make resource adjustments to customer environments
  • Occasionally cover Outages outside normal working hours
  • Strong verbal and written communication skills

Requirements:

  • 5+ years of senior-level experience in a customer-facing role supporting enterprise software
  • 5+ years of senior-level professional experience working with APIs, Linux, and Docker
  • Experience working with CURL and creating CURL commands based on Python source code
  • Extensive experience with networking and network troubleshooting
  • Proven experience performing Disk Extensions, OS Upgrades, and Performance Analyses
  • Research skills and ability to understand and resolve complex issues utilizing analysis tools and vendor documentation

Advantages:

  • Experience with MongoDB, Corralogix, AWS Provisioning
  • Python programming skills
  • Bash Scripting
  • Experience working with Redis and Celery

#LI-REMOTE #LI-LW1

Axonius is committed to fair and equitable compensation packages. A candidate’s salary will be based on qualifications and relevant experience. In addition to a competitive salary, our packages include stock options, attractive benefits, and an annual bonus

Annual Pay Range
$119,000$140,000 USD

A little more about Axonius:

Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world.

Headquartered in New York, New York, Axonius employs over 600 people worldwide. Axonius has been recognized with the Great Place to Work Certification™ and was named to Dun’s Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was ranked Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list. Axonius has been cited as the fastest growing cybersecurity company in history by revenue.

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, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.

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