Your ImpactThe Technical Support Engineer provides 1st and 2nd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customer's satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals.
What You'll Do Location: Sterling, VA or Mesa, AZ offices - 4 days in-office required
Reports to: Manager, Technical Support - Dedrone by Axon
- Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
- Provide 1st and 2nd level support for the Dedrone by Axon Product Family to field engineers and customers
- Research and identify solutions to resolve software and hardware issues
- Diagnosing and troubleshoot technical issues, including account setup and network configuration
- Take ownership of customer issues reported and seeing problems through to resolution
- Track internal and external requests and technical issues to resolution, within agreed time limits
- Update, maintain and monitor our customer systems as a full service
- Ensure all requests and issues are properly logged
- Prioritize and manage several open issues at one time
- Document technical knowledge in form of notes and manuals
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Work with engineering and development teams to perform root cause analysis
- Take part in On-call Support and weekend coverage
What You Bring- Bachelor's degree in computer science or a related field, or 5+ years relevant work experience preferred
- Previous practical work experience in the field of customer support
- Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
- Very good knowledge in networks and Linux
- Strong sense of ownership and urgency
- Ability to work well in a team and enjoy knowledge sharing
- Excellent communication skills with the ability to provide advice to non-technically aware customers
- Willing and able to travel
- Good knowledge about consumer UAV protocols and standards
- Basic knowledge and understanding of RF technology
- Basic understanding of cloud computing solutions
- Drone pilot license in future
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
- US Citizenship is required with the ability to obtain US Government security clearance
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.
