Technical Support Engineer I

Axon•Scottsdale, AZ

2d•Hybrid

About The Position

Axon is seeking a high-energy, skilled Support Engineer with expertise in customer service, computer networking, cloud solutions, and Windows server administration. The role supports critical and escalated technical issues for law enforcement customers and helps ensure a strong experience with Axon products and services. It involves resolving customer technical issues, supporting Tier 1, collaborating with other Axon teams, and contributing to an evolving, fast-paced environment. The position is hybrid, with four days per week at Axon's Scottsdale headquarters, and requires up to 5% travel as needed.

Requirements

Bachelor's degree in Information Technology, Computer Information Systems, or a 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 such as Xcode and Android Studio.
Operational knowledge of computer/server hardware, operating systems, and storage devices.
Experience using Secure Shell (SSH).
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 optimal outcomes as part of a collaborative development effort.
Ability to communicate at a technical level appropriate to clients with varying levels of IT knowledge and skill.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance.
Ability to handle confidential and highly sensitive information.

Nice To Haves

Network and telecommunication certifications, such as CCNA or CompTIA Network+.
Experience using Splunk, JIRA, and/or Salesforce.

Responsibilities

Work closely with law enforcement customers to ensure a stellar experience with Axon products and services.
Collaborate with Axon teams to triage and prioritize agency change and feature requests.
Provide frontline email and phone support for complex technical issues as needed, including augmenting or covering for the Technical Support Representative team.
Research, diagnose, troubleshoot, and identify solutions for Axon device and system issues directly with customers by phone and email.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Assist the Tier 1 support team by answering questions, aiding troubleshooting efforts, and providing training.
Log and provide detailed notes on each customer interaction.
Develop knowledge base articles.
Report bugs and trends to the necessary Axon teams.
Participate in an on-call rotation for outages or other critical escalations as needed.
Establish issue urgency for each client and prioritize issues across assigned client groups.
Proactively improve knowledge and develop analytical and technical skills.
Travel up to 5% as needed.