Senior Customer Technical Support Representative

Join Axon and be a Force for Good.

At Axon, we're on a mission to Protect Life.

The Technical Support Representative provides first‑class technical support to Axon customers through multiple communication channels such as email and phone. This customer‑focused position involves hardware, software, and networking support, with goals to meet or exceed performance and quality standards.

Location:

Onsite 4 days a week out of Boston, MA

Reports to:

Manager of Technical Support

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon‑related questions.
• Build and maintain subject‑matter expertise of all Axon products, solutions, and policies.
• Assist customers using problem‑solving skills and empathy.
• Report bugs and trends to stakeholders and provide process/performance improvement suggestions to the manager.

• Bachelor's Degree preferred or equivalent work experience.
• 1+ years of technical support experience with software, hardware, web‑based solutions, or e‑commerce platforms.
• Excellent verbal and written communication skills (fluency in multiple languages is a plus).
• Passion for helping people and solving problems.
• Proficiency with Windows operating systems, mobile devices, and cloud‑based solutions.
• Strong analytical and troubleshooting skills.
• Proficiency with Microsoft Office.
• Ability to communicate at a technical level appropriate to clients with varying IT knowledge.
• Self‑driven and able to work independently while supporting team needs.
• Must pass a Criminal Justice Information Services (CJIS) background check and be able to maintain confidential and highly sensitive information.

• Competitive salary and 401(k) with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, and Vision plans.
• Fitness programs.
• Emotional and mental wellness support.
• Learning and development programs.
• Employee Resource Groups (ERGs).
• Office snacks.

$26.26 - $42.02 USD per hour.

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 may change or be supplemented at any time in accordance with business needs and conditions.

Axon is an equal‑opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We are committed to hiring the best talent—regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws.