Technical Support Engineer (Dedrone)

TEKsystems • Mesa, AZ

4d • $27 - $29 • Hybrid

About The Position

The Technical Support Engineer will develop a complete understanding of Dedrone by Axon Airspace Security Solutions and provide second- and third-level support for the product family to field engineers and customers. The role involves researching and resolving software and hardware issues, troubleshooting account setup and network configuration, and taking ownership of customer issues through resolution. The engineer will track and document requests, maintain and monitor customer systems, manage multiple open issues, and escalate unresolved issues using standard procedures. The position also works with engineering and development teams on root cause analysis and includes on-call support and weekend coverage. This is a contract role based in Mesa, Arizona, with a hybrid workplace. The position requires Linux experience, US citizenship, and the ability to obtain a US Government security clearance. Applicants must pass a Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. The role requires willingness and ability to travel.

Requirements

• Linux experience, including knowledge of Linux commands.
• Practical work experience in customer support.
• Excellent troubleshooting skills at all levels, with the ability to identify and quickly resolve issues.
• Very good knowledge of networks and Linux.
• Strong sense of ownership and urgency.
• Ability to work well in a team and share knowledge.
• Excellent communication skills, including the ability to advise customers who are not technically aware.
• Willingness and ability to travel.
• Must pass a Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
• US citizenship and the ability to obtain US Government security clearance.

Nice To Haves

• Bachelor's degree in computer science or a related field, or five or more years of relevant work experience.
• Good knowledge of consumer UAV protocols and standards.
• Basic knowledge of RF technology.
• Basic understanding of cloud computing solutions.
• Drone pilot license in the future.

Responsibilities

• Develop a complete understanding of Dedrone by Axon Airspace Security Solutions.
• Provide second- and third-level support for the Dedrone by Axon product family to field engineers and customers.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Take ownership of customer issues and see them through to resolution.
• Track internal and external requests and technical issues through resolution within agreed time limits.
• Update, maintain, and monitor customer systems as a full service.
• Ensure requests and issues are properly logged.
• Prioritize and manage several open issues at once.
• Document technical knowledge in notes and manuals.
• Follow standard procedures to escalate unresolved issues to the appropriate internal teams.
• Work with engineering and development teams to perform root cause analysis.
• Take part in on-call support and weekend coverage.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical illness, accident, and hospital coverage, if eligible.
• 401(k) retirement plan, with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary life and AD&D insurance for employees and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed