Data Analytics Support Engineer

Axon•Scottsdale, AZ

23h•Remote

About The Position

Axon is hiring a Data Analytics Support Engineer within its Support organization to support analytics and Datastore services for Axon Records and Axon Standards customers. The role combines Power BI and SQL expertise with hands-on Datastore support. The engineer owns customer analytics support tickets from intake through resolution, primarily enhancing or fixing existing dashboards and occasionally building new ones. The role also monitors dashboard outages, triages incidents, resolves them directly or coordinates with partner teams, and provides front-line Datastore support to customers. The position is remote, with up to 20% travel, and requires being within commuting distance of an Axon hub in Scottsdale, Arizona; Seattle, Washington; Boston, Massachusetts; or Atlanta, Georgia. It reports to the Director, Data Integration and Architecture. The successful candidate will support mission-critical products, communicate with technical and non-technical customers and colleagues, share knowledge, and collaborate across Analytics, Datastore, Conversions, Integrations, Product, and Engineering teams.

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.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential, highly sensitive information.

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 detailed notes on each interaction.
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 dashboards and reports when requested 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 accelerate SQL development, dashboard building, and troubleshooting.
Monitor and maintain the customer dashboard alerts channel.
Triage dashboard outages, identify root causes, resolve issues, or coordinate 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 for customer reporting needs.
Research, diagnose, and resolve issues with Axon Datastore and related RMS data.
Work with customers to determine urgency and set priorities across engineering teams.
Follow up with customers to confirm systems are fully functional after troubleshooting.
Write knowledge base articles about common issues and 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 subject matter expert in analytics and reporting for Axon Records and Standards.