Technical Support Engineer I

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

• 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.