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Axon is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, and cloud solutions, particularly in Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues, ensuring that our law enforcement customers have a stellar experience with Axon's Fusus products and services. The ideal candidate is a self-starter who excels in a fast-paced, evangelistic startup environment and thrives on resolving technical issues. In this role, you will work closely with law enforcement customers, becoming an expert on the Fusus solution, available apps, APIs, and the product roadmap. You will lead consultative solution audits for prospects, which includes detailed network analysis, device discovery, and documentation. Your responsibilities will also include providing frontline email and phone support to customers for complex technical issues, researching, diagnosing, troubleshooting, and identifying solutions to resolve Axon device and system issues directly with customers. Following up with clients to ensure their systems are fully functional after troubleshooting is crucial. Additionally, you will assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training. Logging and providing detailed notes on each customer interaction, developing knowledge base articles, and solving problems effectively in an ever-evolving environment are key aspects of this position. You will also report bugs and trends to the necessary Axon teams and participate in an on-call rotation for outages or other critical escalations as needed. It is essential to determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients. Proactively improving your knowledge and developing analytical and technical skills is expected. Please note that you must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance, as you will handle confidential and highly sensitive information.
