Technical Support Engineer

About Axon

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.

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology.

Axon 911 is here to change that. Joining this team means helping shape the future of emergency response and building a safer, more connected world.

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while ensuring reliability, performance, and operational excellence across our rapidly growing environment. As a member of the Global Operations team, you will work directly with customers, partners, and cross‑functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs.

You will troubleshoot and resolve technical issues, diagnose system and logic errors, document and accelerate bug handling, and partner closely with Engineering teams to prioritize and communicate fixes. Your contributions will help improve monitoring capabilities, support processes, and CRM workflows as the team expands.

This is an opportunity to work with cutting‑edge technology while helping build and support mission‑critical emergency response platforms that have real‑world impact.

• Cross‑Team
  
  Collaboration:
  
  Work closely with development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization. Proactively engage with stakeholders to address technical issues and deliver timely support.
• Ownership: Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for escalations and provide expert‑level troubleshooting.
• Proactive Approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement and propose innovative solutions to enhance efficiency and customer experience.
• Monitoring Expertise: Leverage deep understanding of monitoring software and hardware, such as Datadog, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve issues related to system performance, network connectivity, or hardware failures.
• Escalation Workflow: Utilize comprehensive knowledge of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject‑matter expert, resolving high‑priority incidents through timely communication and collaboration to minimize downtime and customer impact.
• Knowledge‑Base Expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self‑service support. Continuously update the knowledge base with new solutions and best practices.

• At least 5+ years as a Technical Support Engineer (Tier‑2/Tier‑3) or similar role within a SaaS, public safety, or mission‑critical environment.
• Networking:
  Strong foundational knowledge of networking concepts, including OSI model, TCP/IP, subnetting, and troubleshooting with tools such as Wireshark.
• VoIP & Unified Communications:
  In‑depth understanding of VoIP technologies, SIP, RTP, WebRTC, PBX systems, SBCs, and cloud‑based telephony solutions.
• Moni…