Technical Support Engineer I

Axon•Boston, MA

About The Position

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. 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.

Requirements

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).
Experience with entry-level networking concepts, including routing, switching, and API connectivity troubleshooting
Operational knowledge of computer/server hardware, operating systems, and storage devices
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
In order to comply with federal law, your employment is additionally contingent on your ability to lawfully possess, ship, transport, or receive firearms or ammunition under all applicable regulations if required.
If it is indicated in your job posting that your role requires CJIS clearance, your employment is also contingent upon your ability to obtain and maintain CJIS security clearance in all applicable jurisdictions for the duration of your employment.

Nice To Haves

Network and telecommunication certifications (e.g., CCNA, CompTIA Network+) are a plus

Responsibilities

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 30% travel, as needed, to customer sites for direct troubleshooting