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.
What You'll Do:Location: Scottsdale, AZ Office
Reports to: 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 10% travel, as needed, to customer sites for direct troubleshooting
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
Benefits that Benefit You- 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
- Employee Resource Groups (ERGs)
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Important NotesThe 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.
