Technical Support Engineer I

Axon•Scottsdale, AZ

3d•Hybrid

About The Position

Axon is seeking a skilled, high-energy Support Engineer to provide technical support for law enforcement customers using Axon devices and services. The role focuses on resolving critical and escalated technical issues involving customer service, computer networking, cloud solutions, and Windows server administration. The engineer works directly with customers and collaborates with Axon teams in a fast-paced environment, helping ensure an excellent customer experience and reliable systems.

Requirements

Bachelor’s degree in Information Technology, Computer Information Systems, a related field, or equivalent experience or certifications.
At least 3 years of technical support experience.
At least 3 years of SaaS experience.
Familiarity with iOS and Android mobile app ecosystems, 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).
Experience using Splunk, JIRA, and/or Salesforce.
Well-developed interpersonal skills and ability to work across teams toward shared objectives.
Ability to work autonomously with substantial latitude while maintaining focus on optimal outcomes in a collaborative development effort.
Ability to communicate technical information appropriately 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 or telecommunication certifications, such as CCNA or CompTIA Network+.

Responsibilities

Work with law enforcement customers to provide a strong 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 when needed, including covering for the Technical Support Representative team.
Research, diagnose, and troubleshoot Axon device and system issues with customers by phone and email, and identify solutions.
Follow up with clients to ensure systems are fully functional after troubleshooting.
Assist the tier 1 support team by answering questions, supporting troubleshooting, and providing training.
Log customer interactions and provide detailed notes.
Develop knowledge base articles.
Report bugs and trends to the appropriate Axon teams.
Participate in an on-call rotation for outages and other critical escalations as needed.
Establish issue urgency for clients and prioritize issues across assigned client groups.
Proactively build knowledge and develop analytical and technical skills.
Travel up to 5% as needed.