Airspace Security Tech Support Engineer - 2nd/3rd Level

Axon Enterprise

Virginia, Northern (IL, KY)

Hybrid

USD 3,750,000 - 6,001,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary

401k with employer match

Discretionary paid time off

Parental leave

Wellness programs

Job summary

Axon Enterprise is seeking a Technical Support Engineer to provide 2nd and 3rd level support to Dedrone by Axon customers and partners worldwide. You will research, diagnose, troubleshoot, and resolve issues, and communicate effectively to ensure customer satisfaction.

Location: Sterling, VA or Mesa, AZ offices. Reports to: Director, Customer Support and Service – Dedrone by Axon. You will work with field engineers, track requests, log issues, and participate in on-call coverage.

Qualifications

Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience preferred.
Experience in customer support.
Strong troubleshooting skills at all levels to quickly resolve issues.
Very good knowledge in networks and Linux.
Strong ownership mindset and sense of urgency.
Ability to work in a team and share knowledge.
Excellent communication with non-technical customers.
Willing and able to travel.
Knowledge of UAV protocols and standards.
RF technology basics.
Cloud computing basics.
Drone pilot license in future.
Must pass CJIS background check and maintain sensitive information.
US Citizenship with ability to obtain security clearance.

Responsibilities

Develop a complete understanding of Airspace Security Solutions by Dedrone by Axon.
Provide 2nd/3rd level support for the product family to field engineers and customers.
Research and identify solutions to resolve software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Take ownership of customer issues and drive resolution.
Track requests and issues to resolution within agreed time limits.
Update and monitor customer systems as a full service.
Log all requests and issues properly.
Prioritize multiple open issues concurrently.
Document technical knowledge in notes and manuals.
Escalate unresolved issues to internal teams as needed.
Collaborate with engineering for root cause analysis.
Participate in on-call support and weekend coverage.