Datastore Support Engineer, Software Implementations

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact
Our latest suite of software products, Axon Records and Axon Standards, will revolutionize the way law enforcement completes one of their most time-consuming activities, report writing & scene documentation. If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you.

If you are interested in supporting a mission critical product used to save lives, this is the product for you. Axon is seeking a high-energy, proficient Datastore Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in supporting critical escalated issues and customer requests. We need a driven individual who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, thriving on resolving technical issues, and building solid customer relationships.

What You’ll Do
Location: US based Axon hub sites (Atlanta, Boston, Denver, Scottsdale, Seattle, Chicago, Austin, Charlotte, or Sterling metro areas)
Travel: up to 10% travel within the U.S
Reports to: Data Store Manager
Direct Reports: 0

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
• Develop and prepare SQL queries to assist Law Enforcement customers with their reporting needs.
• Provide front line datastore support to Axon Records and Standards customers while logging detailed notes on each customer interaction
• Collaborate with customers to identify the urgency of tickets/requests and identify their priority across engineering teams.
• Researching, diagnosing, troubleshooting and identifying solutions to tackle Axon RMS system issues, specifically related to our Axon Datastore
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Develop knowledge base articles on top issues
• Report bugs and trends to the necessary Axon teams

What You Bring

• 5+ years of support experience for cloud-based products
• A willingness to learn, self-sufficiency, responsibility, and a positive outlook
• Solid communication skills and the ability to communicate to both technical and non-technical customers/colleagues.
• Experience working with relational databases and SQL and the ability to write, modify, and troubleshoot SQL queries
• Experience working with business intelligence applications such as Tableau, Power BI, Crystal Reports
• Experience working with JSON and XML
• Knowledge of computer/server hardware, operating systems, and storage devices
• Requires the ability to work individually with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

The Pay:
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 83,250 in the lowest geographic market and USD 133,200 in the highest geographic market. The actual base pay is dependent upon many…