Solution Engineering Support Specialist - Fleet

Axon • Scottsdale, AZ

6d

About The Position

Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Solution Engineering Support Specialist
Position Overview
The Technical Support Specialist is responsible for providing exceptional technical assistance to clients via phone and email, managing escalations, and collaborating across internal teams to ensure seamless issue resolution. This role requires strong communication, problem-solving skills, and attention to detail when handling hardware, system processes, and client coordination.

Responsibilities

• Client Support: Respond to technical questions and troubleshoot issues via phone calls and emails, ensuring timely and accurate resolutions.
• Escalation Management: Process and document client escalations efficiently, following established procedures.
• Cross-Team Collaboration: Partner with internal departments to resolve complex technical cases and maintain customer satisfaction.
• System Updates: Maintain and update Smartsheets and other tracking systems as needed to ensure data accuracy and visibility.
• Order Processing: Manage add-ons and service requests, verifying order completeness and technical requirements.
• Hardware Verification: Confirm hardware configurations, complexity, and site locations before passing requests to coordination teams.
• Agency Outreach: Engage with new partner agencies (“Net New agencies”) to introduce services and facilitate technical setup.
• Technical Walkthroughs: Conduct virtual or onsite walkthroughs for WOS (Work Order System) installations to ensure proper setup and client understanding.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees