Drone Security & Cloud Support Engineer

Doist; Sterling, Mesa (VA, AZ); On-site; USD 56,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and 401k withployer

Discretionary paid time off

Paid parental leave for all

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Snacks in our offices

Job summary

Axon in Sterling, VA (or Mesa, AZ) is seeking a technical support engineer to provide 2nd and 3rd level support for the Dedrone by Axon product family. You will diagnose issues, troubleshoot network configurations, and own tickets through resolution.

The role requires a BS in CS or 5+ years in support, strong Linux/network knowledge, and willingness to travel. CJIS background checks and U.S. citizenship are required. Travel may be requested across sites and customers.

Qualifications

• Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience preferred
• Previous practical work experience in the field of customer support
• Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
• Very good knowledge in networks and Linux
• Strong sense of ownership and urgency
• Ability to work well in a team and enjoy knowledge sharing
• Excellent communication skills with the ability to provide advice to non-technically aware customers
• Willing and able to travel
• Good knowledge about consumer UAV protocols and standards
• Basic knowledge and understanding of RF technology
• Basic understanding of cloud computing solutions
• Drone pilot license in future
• Must pass a CJIS background check and maintain confidential and highly sensitive information. US Citizenship is required with the ability to obtain US Government security clearance

Responsibilities

• Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
• Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers
• Research and identify solutions to resolve software and hardware issues
• Diagnosing and troubleshoot technical issues, including account setup and network configuration
• Take ownership of customer issues reported and seeing problems through to resolution
• Track internal and external requests and technical issues to resolution, within agreed time limits
• Update, maintain and monitor our customer systems as a full service
• Ensure all requests and issues are properly logged
• Prioritize and manage several open issues at one time
• Document technical knowledge in form of notes and manuals
• Follow standard procedures for proper escalation of 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

Skills

Networking

Linux

Ownership

Teamwork

Communication skills

Willing to travel

UAV protocols

RF knowledge

Cloud computing

Security clearance readiness

Education

Bachelor’s degree in computer science or related field

Job description

Axon in Sterling, VA (or Mesa, AZ) is seeking a technical support engineer to provide 2nd and 3rd level support for the Dedrone by Axon product family. You will diagnose issues, troubleshoot network configurations, and own tickets through resolution.

The role requires a BS in CS or 5+ years in support, strong Linux/network knowledge, and willingness to travel. CJIS background checks and U.S. citizenship are required. Travel may be requested across sites and customers.