Technical Support Engineer

Position Overview

AXON is seeking a high-energy, skilled Support Engineer with expertise in customer service, computer networking, cloud solutions, and Windows server administration.

Location:

US based Axon hub sites (Atlanta, Boston, San Francisco, Scottsdale, or Seattle metro areas) – Hybrid, 4 days in-office required.

Reports to:

Senior Manager of Technical Support, Tier 2.

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Join forces with Axon Teams to triage and prioritize agency change and feature requests.
• Provide frontline email & phone support to customers for complex technical issues, augmenting/covering for the Technical Support Representative team.
• Research, diagnose, troubleshoot, and identify solutions to address Axon device and system issues directly with customers via phone & 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 training.
• Log and provide detailed notes on each customer interaction.
• Develop knowledge base articles.
• Solve problems proficiently in an ever-evolving environment.
• Report bugs and trends to the necessary Axon teams.
• Participate in an on-call rotation for outages or other critical escalations as needed.
• Establish the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
• Proactively improve knowledge and develop analytical and technical skills.

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or 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 common debugging tools (Xcode, Android Studio).
• Experience with entry-level networking concepts, including routing, switching, and API connectivity troubleshooting.
• Operational knowledge of computer/server hardware, operating systems, and storage devices.
• Network and telecommunication certifications (CCNA, CompTIA Network+) are a plus.
• Experience using Secure Shell (SSH).
• Experience using Splunk, JIRA, and/or Salesforce.
• Well-developed interpersonal skills and the ability to work with multiple teams to achieve common objectives.
• Ability to work autonomously with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort.
• Ability to articulate at a technical level appropriate to the circumstance – for clients with varying levels of IT knowledge and skillset.

• 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.
• Snacks in our offices.

Firearms & CJIS Clearance Requirement
. Your employment is contingent upon your ability to lawfully possess, ship, transport, or receive firearms or ammunition under all applicable regulations if required, and to obtain and maintain CJIS security clearance if the role requires it.

Axon is 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 and regulations—and empowering all of our employees so they can do their best work.