Technical Support Engineer

L2 Technical Support Engineer
 

Are you a skilled problem solver who thrives on tackling complex technical challenges and making a real impact? At Axero, you’ll own critical technical issues end-to-end, support forward-thinking organizations around the globe, and play a pivotal role in shaping the future of digital workplace solutions.

Note: This is a fully remote role with required availability during the midnight to 8 a.m. EDT shift to support our global customer base.
 

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 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 manage and resolve support tickets involving deep technical troubleshooting for web-based applications.
• You'll diagnose and resolve complex issues related to:
  • Infrastructure & systems: IIS, SQL Server, Elasticsearch (cloud and on-prem).
  • Domain-level configurations: DNS, SSL certificates, and related services.
  • Performance: Site load, network latency, browser compatibility.
  • Third-party integrations, including SSO (SAML, SCIM, cookie-based), and identity providers like Okta, Microsoft Entra, Active Directory, and ADFS.
• You'll write and execute SQL queries to analyze and resolve data issues.
• You'll review application and server logs using diagnostic tools to pinpoint regressions, errors, or bugs.
• You'll troubleshoot front-end issues involving HTML, CSS, and JavaScript.
• You'll lead and execute customer technical projects, including on-premises installations, cloud upgrades, and change management tasks.
• You'll communicate clearly with clients via tickets, email, calls, or virtual meetings.
• You'll collaborate with Product and Engineering teams to escalate bugs, refine features, and represent customer feedback.
• You'll enhance documentation and knowledge bases for internal and external use.
• You'll mentor L1 engineers and advocate for customer experience improvements.

 What you’ll need 

• You have experience supporting SaaS or enterprise web applications.
• You are proficient in managing and troubleshooting infrastructure components like Windows Server, IIS, and Elasticsearch.
• You communicate technical concepts clearly to both technical and non-technical audiences.
• You confidently troubleshoot both front-end and back-end systems using logs and SQL.
• You handle front-end and integration issues with working knowledge of HTML, CSS, JavaScript, and REST APIs.
• You use ticketing systems to manage support workflows efficiently.
• You are comfortable working independently during overnight hours with limited live support.
• You collaborate asynchronously with global teammates across time zones.
• You take ownership of your growth and continually seek opportunities to improve support processes and outcomes.
• You proactively communicate progress and updates without needing follow-ups—keeping tickets, teammates, and stakeholders informed at all times. 

You will gain experience with these

• Ownership of high-impact technical issues during a mission-critical support window.
• Experience leading projects across cloud and self-hosted customer environments.
• Opportunities to shape product direction via customer advocacy and insights.
• Hands-on exposure to infrastructure, deployment strategies, and custom solutions.

Extra credit for you

• 3–5 years of experience in technical support or web administration at a SaaS company.
• Microsoft certifications: Azure Fundamentals or Azure Administrator Associate.
• SQL Server certification or equivalent training.
• CompTIA A+, Network+, or ITIL Foundation certification.
• Experience with UX/UI principles or technical documentation.
• Familiarity with overnight or global support operations.

Reports to: Director, Technical Support Engineering

Target Start Date: Immediate

Salary Range: 800,000 INR + 

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.