Technical Support Engineer

  • Axero Solutions
  • New York, NY, 10007

Posted on

Job Description:

Axero Solutions - Remote, US
Technical Support Engineer


We are looking for an experienced and highly motivated Technical Support Engineer to join our Client Success team and provide a world-class level of platform support to our clients.


*No experience? We can train you!


Who we are:

  • At Axero, we built a modern, employee-centric intranet that unifies teams and accelerates growth. Our product connects people, conversations, and documents to bring rhythm to the digital workplaces of our clients, who are some of the world’s most innovative employee-centric organizations, including Toyota, Johns Hopkins University, and Benjamin Moore

  • We work with clients to expand the value of communication, knowledge management, and collaboration into new areas

  • We build long-lasting relationships with our clients and our employees, built on integrity, excellence, transparency, and trust

  • We encourage entrepreneurial mindsets and independent decision-making - our team is not afraid to fail fast in order to innovate and push our product to new limits

  • We are headquartered in New York City but are a 100% remote, global team that works across 10 states and 3 continents


What you’ll do

  • You’ll troubleshoot, resolve platform issues and provide best practices with clients via our ticketing system, email, phone, and virtual meetings with a focus on a speedy resolution time

  • You’ll perform database rollbacks and recoveries from our AWS S3 when necessary

  • You’ll set up new cloud instances and demo sites using AWS Route 53 DNS, and on-premise installations and updates directly on client-hosted servers

  • You’ll help our clients set up integrations and Single Sign-On (SSO)

  • You’ll perform SQL queries to gather and change information on a client database

  • In partnership with Marketing, Engineering, and Development teams, you’ll plan, write and develop relevant assets including technical how-to’s

  • You’ll plan, participate in, and report on feature testing prior to release

  • You’ll act as the voice of the client internally to represent and advocate for the client's product needs, help prioritize and groom sprint development cycles along with development and product

  • You’ll support Axero employees with technical issues and proactively share best practices.


 What you’ll need

  • You’ll be adaptable and creative to problem solve and present workable solutions

  • You enthusiastically take a hands-on approach to provide best practices, manage issues, and solve technical problems

  • You have excellent interpersonal skills and high integrity

  • You have thoughtful verbal and written communication skills, including the ability to explain technical concepts to business people

  • You enjoy working in a highly collaborative, fast-paced, and dynamic environment

  • You have a growth mindset and love to challenge the way things are done as part of a relentless pursuit of improvement

  • You have an empathetic, positive attitude and a natural desire to help our clients reach their goals

  • When you identify an opportunity for us to improve, you share a suggested solution

  • You are comfortable in a small-firm environment. We move quickly and wear many hats in our collaborative and dynamic remote environment. 


You will gain experience with these

  • Troubleshooting software issues and bugs

  • SQL DB queries & API calls

  • Lead clients through implementing their Single-sign-on using Active Directory, Azure AD, ADFS, OKTA, OneLogin, and more. 


Extra credit for you

  • Bachelor’s Degree in Computer Science or related field

  • Basic or intermediate knowledge of CSS and HTML

  • Experience in corporate communications or managing a company intranet

  • Web programming experience within a fast-paced software or technology firm 

  • Ability to reverse engineer hard-to-reproduce issues by understanding the code

  • UI/design experience

  • Technical documentation experience 


Reports to: Manager, Technical Support Engineer


Target Start Date: Immediate


What we offer:

  • We want you to stay happy, focused, and creative so make use of our flexible and unlimited PTO plan when you need to recharge

  • You’ll enjoy 100% coverage across our medical, dental, and vision plan offerings

  • Invest in your future and build your personal wealth by investing in our 401(k) plan with company matching contribution


Company Description:

Axero is the leading provider of social intranet software for businesses of all sizes.  We are an established, privately-held, and funded, profitable software (SaaS) firm with clients, partners, and team members across the globe. We are at the forefront of enabling collaboration and driving productivity for employees everywhere. Our product, Communifire, is a central, instantly searchable hub for your teams, conversations, and documents.