Sr Technical Support Representative

Kenyan Edu; Canada; Remote; CAD 34,000 - 54,000; Full time

Benefits offered by this job

401k with employer match

Discretionary paid time off

Paid parental leave for all

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Employee Resource Groups (ERGs)

Snacks in offices

Job summary

Axon is seeking a Sr Technical Support Representative to deliver first-class technical support to Axon Fusus customers via phone, email and chat. This remote Canada-based role requires strong networking knowledge and problem-solving skills to meet performance and quality goals.

You will become an expert on the Fusus suite, collaborate with the Implementation team on geospatial setups, troubleshoot issues, document work in the CRM, and participate in ongoing training and certifications to advance

Qualifications

• 1 year of experience in information systems and networking
• Analytical thinker who can problem-solve systematically
• Strong knowledge of enterprise network equipment (routers, firewalls, tunnels) and data flow
• Experience with security camera systems, VMS, DVR, and NVR is strongly desired
• Completion of or working toward a technical college degree
• Certifications such as Network+, Security+, Linux+
• Must pass CJIS background check and RCMP clearance

Responsibilities

• Become an expert on the Axon Fusus solution, including apps and APIs
• Work with VMS, IP cameras, and Linux networking tools
• Assist with geospatial setup of customer locations with the Implementations team
• Respond to and resolve inbound customer support requests via email and phone
• Troubleshoot issues and follow Axon Fusus escalation policy
• Document work in the Axon Fusus CRM support tool
• Participate in training and certifications to advance technical skills

Skills

Networking

Analytical thinking

Problem solving

Customer focus

Education

Technical college degree (in progress acceptable)

Tools

Network+

Security+

Linux+

Job description

# Sr Technical Support RepresentativeAxonRemote Full Time Remote Posted 1 hour agoShare this job:WhatsApp LinkedIn X Facebook Email#### Job DescriptionHeadquarters: Canada URL: http://www.axon.com Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.Your Impact The Technical Support Representative provides first class technical support to Axon Fusus customers through multiple communication channels which include phone, email and chat. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals. What You’ll Do Location: Remote out of CanadaReports to: Senior Manager, Technical Support Become an expert on the Axon Fusus solution that includes all available apps, APIs, and new development roadmap Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools Work with the Implementation team to assist with the geospatial setup of customer locations Respond to and resolve inbound Customer support requests through email and telephone Troubleshoot Customer support issues and follow Axon Fusus escalation policy Document all work completed within the Axon Fusus CRM support tool Participate in Axon Fusus sponsored training and certifications to advance technical skills. What You Bring 1 years experience working in information systems and networking Analytical thinker who problem-solves systematically to find resolutions Strong knowledge of enterprise network equipment (routers, firewalls, tunnels), configuration, and data flow required Experience with security camera systems, VMS, DVR, and NVR solutions is strongly desired Completion of or working toward a college degree in a technical discipline Certifications such as Network+, Security+, Linux+ Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly RCMP Clearance Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs Employee Resource Groups (ERGs) And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Axon’s hourly pay philosophy is made up of base pay and bonus. The actual hourly pay is dependent upon many factors such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.Base Pay Range$24.34—$38.94 CADDon’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [e-mail]. To apply: https://weworkremotely.com/remote-jobs/axon-sr-technical-support-representative