Technical Support Engineer

Overview

Technical Support Engineer I n Axon and be a Force for Good. 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, connecting with candor and care 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, while growing through a mission that matters and a company where you matter.

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Collaborate with Axon teams to triage and prioritize agency change and feature requests.
• Provide frontline email and phone support for complex technical issues as needed to augment the Technical Support Representative team.
• Research, diagnose, troubleshoot, and identify solutions for Axon device and system issues with customers via phone and email.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Assist the Tier 1 support team by answering questions, aiding in troubleshooting efforts, and providing training.
• Log and provide detailed notes on each customer interaction; develop knowledge base articles.
• Solve problems in an evolving environment and report bugs and trends to relevant Axon teams.
• Participate in an on-call rotation for outages or other critical escalations as needed.
• Assess issue urgency for clients and prioritize accordingly across assigned clients.
• Proactively improve knowledge, and develop analytical and technical skills.
• Travel up to 30% to customer sites for direct troubleshooting, as needed.

• Bachelor’s degree in Information Technology, Computer Information Systems, or related field, or equivalent experience/certifications.
• Minimum of 3 years of Technical Support experience.
• Minimum of 3 years of SaaS experience.
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and debugging tools (e.g., Xcode, Android Studio).
• Experience with entry-level networking concepts (routing, switching, API connectivity troubleshooting).
• Operational knowledge of computer/server hardware, operating systems, and storage devices.
• Network and telecommunication certifications (e.g., CCNA, CompTIA Network+) a plus.
• Experience using Secure Shell (SSH); experience with Splunk, JIRA, and/or Salesforce.
• Strong interpersonal skills and ability to work with multiple teams to achieve objectives.
• Ability to work autonomously with substantial latitude for action while aligning with team goals.
• Ability to articulate technical concepts to clients with varying levels of IT knowledge.

• 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
• Office snacks

To comply with federal law, employment may be contingent on lawful possession/transport of firearms or ammunition if required. If CJIS clearance is indicated, employment is contingent on obtaining and maintaining CJIS security clearance where applicable.

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Axon is an equal opportunity employer that promotes justice, equity, diversity and inclusion. If you require accommodations during the application process, please email

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries:
  Software Development