Data Analytics Support Engineer

Axon•Scottsdale, AZ

2d•Remote

About The Position

Axon is hiring a Data Analytics Support Engineer for its Support organization. The role supports analytics for Axon Records and Axon Standards, helping law enforcement customers maintain and improve the dashboards and data used to run their operations. The engineer owns analytics support tickets from intake through resolution, primarily enhancing or fixing existing dashboards and occasionally building new ones. The role also monitors for dashboard outages, troubleshoots incidents, and coordinates with Engineering, Datastore, and Integrations teams as needed. The position additionally provides front-line Datastore support to Records and Standards customers. The engineer investigates and resolves SQL, Datastore, and related RMS data issues, works with customers to assess urgency, and follows up to confirm systems are functioning. The role also documents common issues, shares knowledge, reports bugs and trends, and serves as a subject matter expert in analytics and reporting. It is remote, with up to 20% travel, and requires being within commuting distance of an Axon hub in Scottsdale, Seattle, Boston, or Atlanta. The position reports to the Director, Data Integration and Architecture.

Requirements

At least 3 years of experience supporting cloud-based products, ideally in analytics, reporting, or public safety software.
Strong SQL proficiency, including writing, modifying, and troubleshooting queries on relational databases such as SQL Server Management Studio and MySQL.
Hands-on experience building and supporting Power BI dashboards and reports.
Experience with JSON and XML.
Knowledge of computer and server environments, operating systems, and storage.
Familiarity with AI-assisted development tools for writing and troubleshooting SQL and building dashboards.
Strong ticket management discipline, including prioritization, documentation, and follow-through.
Strong communication skills and ability to work with technical and non-technical customers and colleagues.
Intellectual curiosity, autonomy, accountability, and a positive approach.
Ability to work independently with substantial latitude and as part of a collaborative team.
Ability to pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Must be within commuting distance of an Axon hub in Scottsdale, Arizona; Seattle, Washington; Boston, Massachusetts; or Atlanta, Georgia.

Nice To Haves

Experience with Tableau, SSRS, or Crystal Reports.
Knowledge of public safety and crime analysis.
Bachelor's degree or equivalent experience in computer science or data analytics.

Responsibilities

Own customer analytics support tickets from intake to resolution and document interactions.
Modify and enhance existing Power BI dashboards and reports, including metrics, visuals, filters, and fields.
Diagnose and fix issues in customer dashboards, data models, and refreshes.
Build new dashboards and reports using Axon standard templates and best practices.
Optimize data models and queries for performance and efficiency.
Use AI tools such as Cursor, Claude, and Gemini to assist with SQL development, dashboard building, and troubleshooting.
Monitor and maintain the customer dashboard alerts channel.
Triage customer dashboard outages, identify root causes, resolve issues, or coordinate resolution with Engineering, Datastore, and Integrations teams.
Communicate incident status and resolutions to internal stakeholders and customers, and follow up to confirm functionality.
Identify recurring failures and work with partner teams to prevent them.
Provide front-line Datastore support to Axon Records and Standards customers.
Write and troubleshoot SQL queries to meet customer reporting needs.
Research, diagnose, and resolve issues with the Axon Datastore and related RMS data.
Work with customers to determine urgency and set priorities across engineering teams.
Write knowledge base articles about top issues and common dashboard fixes.
Report bugs and trends to Product and Engineering teams.
Partner with Analytics, Datastore, Conversions, and Integrations teams to resolve cross-functional issues.
Serve as a product subject matter expert in analytics and reporting for Axon Records and Standards.