Technical Support Engineer Scottsdale, Arizona, Scottsdale, Arizona

Location:

Scottsdale, Arizona, United States

• 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
• As needed, provide frontline email & phone support to customers for complex technical issues augment/cover 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 & 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
• Up to 5% travel, as needed

What You Bring

• 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 (e.g., Xcode, Android Studio).
• Operational knowledge of computer/server hardware, operating systems, and storage devices
• Network and telecommunication certifications (e.g., 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 – i.e. for clients with varying levels of IT knowledge and skillset
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information

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…