Hybrid Technical Support Engineer I – Cloud & Networking

Axon; Scottsdale (AZ); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Axon in Scottsdale is seeking a high-energy Support Engineer to join our hybrid team supporting law enforcement customers with our SaaS and hardware ecosystem. You will diagnose complex issues, provide frontline support, and collaborate across teams.

The role requires a IT or related degree, 3+ years in technical support and SaaS, familiarity with iOS/Android app ecosystems, and CJIS background clearance. Travel up to 5% is possible.

Qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience.
• Minimum of 3 years of Technical Support experience.
• Minimum of 3 years of SaaS experience.
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and debugging tools.
• CJIS background check required.

Responsibilities

• Work with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Triage and prioritize agency change and feature requests.
• Provide frontline email & phone support to customers for complex technical issues.
• Research, diagnose, troubleshoot Axon device and system issues directly with customers via phone & email.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Assist the tier 1 support team by answering questions and aiding in troubleshooting.
• Log & provide detailed notes on each customer interaction.
• Develop knowledge base articles.
• Participate in an on-call rotation for outages or other critical escalations.
• Up to 5% travel, as needed.

Skills

SaaS experience

Technical support

Networking basics

SSH usage

Mobile apps (iOS/Android)

Troubleshooting

CJIS background check

Education

Bachelor's degree in IT/CS

Tools

Splunk

JIRA

Salesforce

Job description

Axon in Scottsdale is seeking a high-energy Support Engineer to join our hybrid team supporting law enforcement customers with our SaaS and hardware ecosystem. You will diagnose complex issues, provide frontline support, and collaborate across teams.

The role requires a IT or related degree, 3+ years in technical support and SaaS, familiarity with iOS/Android app ecosystems, and CJIS background clearance. Travel up to 5% is possible.