Technical Support Engineer I

Description

Join 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. 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.

Your Impact:

AXON is seeking a high-energy, skilled Support Engineer with expertise in customer service, computer networking, cloud solutions, & Windows server administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a proactive individual who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.

Conditions

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

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

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.

Important Notes

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 regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are 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, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not @axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com .