Technical Support Engineer II Scottsdale, Arizona, Scottsdale, Arizona

Location:

Scottsdale, Arizona, United States

Location: This role is based out of one of our hub locations (Scottsdale AZ, Atlanta GA, Denver CO, Boston MA, Seattle WA, Washington DC, San Francisco CA) and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation.

We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
Reports to: Manager, Technical Support
Direct Reports: 0

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
• Provide front line support to Axon Records customers while logging detailed notes on each customer interaction
• Collaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams.
• Research, troubleshoot, diagnose customer issues and requests across all Axon RMS (Records, Standards, Auto-tagging) systems
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Log & provide detailed notes on each customer interaction
• Develop knowledge base articles on top issues
• Participate in an on-call rotation for outage escalations or escalations as needed
• Provide back-up support to other Axon Support teams and colleagues
• Onsite customer engagement during program launches

• 3+ years of support experience for cloud-based products
• Track record of completing goals and driving initiatives to completion
• Experience working within the Law Enforcement/Public Safety space
• Forward Thinking and Task Driven
• Experience solving complex technical problems and leading support related projects
• Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues.
• Experience working with applications like JSON schemas, Git Hub, python, VS Code, Azure Data Studio, SSMS.
• Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes.
• 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
• Fitness Programs
• Emotional & Mental Wellness support
• 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

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well‑being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work.

If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email  . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.