Sr Technical Support Representative

Axon•Atlanta, GA

2d•Hybrid

About The Position

The Technical Support Representative provides first-class technical support to Axon Fusus customers through phone, email, and chat. This customer-focused role involves troubleshooting hardware- and software-related issues and meeting or exceeding performance and quality goals. The position is hybrid, with four days per week at Axon’s Peachtree Corners office, and reports to the Senior Manager, Technical Support.

Requirements

At least 1 year of experience working in information systems and networking.
Analytical thinking and systematic problem-solving skills.
Strong knowledge of enterprise network equipment, including routers, firewalls, and tunnels, as well as configuration and data flow.
Completion of or current progress toward a college degree in a technical discipline.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential, highly sensitive information.

Nice To Haves

Experience with security camera systems, VMS, DVR, and NVR solutions is strongly desired.
Certifications such as Network+, Security+, or Linux+.

Responsibilities

Become an expert on the Axon Fusus solution, including its available apps, APIs, and development roadmap.
Work with industry-standard Video Management Systems (VMS), IP cameras, and Linux networking tools.
Work with the Implementation team to assist with geospatial setup of customer locations.
Respond to and resolve inbound customer support requests by email and telephone.
Troubleshoot customer support issues and follow the Axon Fusus escalation policy.
Document completed work in the Axon Fusus CRM support tool.
Participate in Axon Fusus-sponsored training and certifications to advance technical skills.