Technical Support Engineer, Lead

Job Description

Job DescriptionSalary: $121,000K - $134,600K USD

Axonius Federal Systems LLC (AFS) gives federal agencies the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and complying with federal cybersecurity regulations and guidelines such as Zero Trust, NIST Cybersecurity Framework, CDM, FISMA, and BOD 23-01.

Headquartered in the DC-metro area with employees across the country, Axonius Federal has an installed customer base spanning the civilian sector and every branch of the DoD.

Axonius has been recognized with the Great Place to Work Certificationand was named toDuns Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was on theDeloitte Technology Fast 500 listas well as included onInc. magazine's 2022 Best Workplaces list.

For more on how AFS supports the mission of the U.S. government to improve national security, visit https://www.axonius.com/axonius-federal.

Position Overview:

Axonius Federal Systems is looking for a Technical Support Engineer Lead to join our team! As a Technical Support Team Lead, youll oversee daily support operations, manage escalations, and guide team workflows to ensure timely, high-quality case resolutions. Youll mentor team members, monitor performance, and drive process improvements while serving as the key link between frontline support and leadership. If you're ready to lead, inspire, and make a real impact, we encourage you to apply!

Key Responsibilities:

• Lead day-to-day support operations, ensuring efficient case handling, queue health, and timely customer resolutions.
• Serve as the first point of escalation for complex technical issues, coordinating with cross-functional teams as needed.
• Mentor and coach Technical Support Engineers through regular one-on-ones and performance feedback.
• Monitor and report on key support metrics to drive accountability and continuous improvement.
• Collaborate with leadership to align team initiatives, improve processes, and maintain up-to-date documentation and best practices.
• Other duties as assigned.

Minimum Qualifications:

• 4+ years of experience in technical support or a related customer-facing technical role, with at least 1 year in a leadership or mentorship capacity.
• Proven ability to manage case workflows and escalations, ensuring timely resolution and maintaining overall queue health in a high-volume support environment.
• Experience conducting one-on-one meetings, coaching team members, and facilitating collaboration across cross-functional teams.
• Demonstrated ability to analyze and report on support metrics, including daily, weekly, and monthly performance tracking to inform decisions and improve service delivery.
• Solid understanding of support operations best practices, with a track record of driving process improvements, documentation updates, and enforcing team adherence to standard procedures.

Preferred Qualifications:

• Experience leveraging Salesforce as a management tool, a strong
  ability to build actionable reports, design insightful dashboards, and
  configure workflows to improve team performance.
• Proven experience in leveraging data analysis to identify trends, troubleshoot complex technical issues, and drive data-informed decision-making in a technical support environment.

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.

By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.

Axonius Federal Systems participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781dhs.gov/e-verify

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