Technical Support Engineer, Axon 911

Axon•New York, NY

2d•Hybrid

About The Position

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our rapidly growing environment. As a member of the Global Operations team, you will work directly with customers, partners, and cross-functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs. In this role, you will troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalate bugs, and partner closely with Engineering teams to prioritize and communicate fixes. You will play a critical role in delivering a high-quality customer experience and ensuring the stability and performance of Axon 911 solutions. You will also contribute to the growth and scalability of the support organization by helping improve monitoring capabilities, support processes, and CRM workflows as the team continues to expand. This is an opportunity to work with cutting-edge technology while helping build and support mission-critical emergency response platforms that have real-world impact.

Requirements

At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment, with a demonstrated ability to collaborate cross-functionally, troubleshoot complex technical issues, and take strong ownership of customer outcomes and operational responsibilities.
Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities. Experience diagnosing latency, packet loss, and connectivity issues in a cloud-based SaaS environment.
In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487). Familiarity with PBX systems, SBCs, and cloud-based telephony solutions.
Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers.
Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform
Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime
Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur
Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes

Nice To Haves

Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset
Strong analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues

Responsibilities

Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization. Proactively engage with stakeholders to address technical issues and provide timely support.
Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for technical escalations, providing expert-level troubleshooting and issue resolution.
Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience.
Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures.
Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high-priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management.
Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self-service support. Continuously update the knowledge base with new solutions and best practices to ensure accurate and up-to-date information for both internal teams and customers.