Sr Technical Support Representative

Axon•Atlanta, GA

1d•Hybrid

About The Position

The Technical Support Representative provides first-class technical support to Axon Fusus customers through phone, email, and chat. This customer-focused role addresses hardware- and software-related issues and is responsible for meeting or exceeding performance and quality goals. The position is hybrid, based four days per week at Axon’s Peachtree Corners office, and reports to the Senior Manager, Technical Support.

Requirements

At least 1 year of experience working in information systems and networking.
Strong knowledge of enterprise network equipment, including routers, firewalls, and tunnels, as well as configuration and data flow.
Analytical thinking and systematic problem-solving skills.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice To Haves

Experience with security camera systems, VMS, DVR, and NVR solutions.
Completion of or progress toward a college degree in a technical discipline.
Certifications such as Network+, Security+, or Linux+.

Responsibilities

Become an expert on the Axon Fusus solution, including its available apps, APIs, and development roadmap.
Work with industry-standard Video Management Systems (VMS), IP cameras, and Linux networking tools.
Assist the Implementation team with geospatial setup of customer locations.
Respond to and resolve inbound customer support requests by email and telephone.
Troubleshoot customer support issues and follow the Axon Fusus escalation policy.
Document completed work in the Axon Fusus CRM support tool.
Participate in Axon Fusus-sponsored training and certifications to advance technical skills.