Mission-Critical SaaS Tech Support Engineer

Prepared911; Sterling, Northern (VA, KY); Hybrid; USD 83,000 - 129,000; Full time

Benefits offered by this job

401k with employer match

Discretionary paid time off

Paid parental leave

Medical, dental, and Vision plans

Fitness Programs

Emotional & Mental Wellness support

Snacks in offices

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams on the Axon 911 platform. You’ll troubleshoot, diagnose, and resolve complex issues while partnering with Engineering to prioritize fixes and maintain high SLAs.

You will monitor performance, contribute to knowledge bases, and own escalation workflows to minimize downtime. This role offers a hybrid on-site schedule with remote Mondays, within a fast-paced, mission-driven team.

Qualifications

• 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or similar.
• Experience in SaaS/public safety/mission-critical environments and cross-functional collaboration.
• Strong networking fundamentals (OSI model, TCP/IP, subnetting).
• Experience with monitoring tools such as Datadog, Grafana.
• Familiarity with VoIP technologies (SIP, RTP, WebRTC) and PBX/SBCs.

Responsibilities

• Collaborate with development, QA, Product and Customer Success teams to ensure effective communication.
• Own technical issues reported by customers and act as escalation point.
• Proactively identify and implement improvements to systems and processes.
• Monitor platform performance and reliability using Datadog, Grafana or similar tools.
• Develop knowledge base articles and FAQs for self-service support.

Skills

Networking basics

VoIP knowledge

Monitoring/Observability

Cloud platforms

Data analysis

Analytical thinking

Customer communication

Proactive mindset

Agile environment

Tools

Datadog

Grafana

Wireshark

SBCs

PBX

SIP

WebRTC

Job description

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams on the Axon 911 platform. You’ll troubleshoot, diagnose, and resolve complex issues while partnering with Engineering to prioritize fixes and maintain high SLAs.

You will monitor performance, contribute to knowledge bases, and own escalation workflows to minimize downtime. This role offers a hybrid on-site schedule with remote Mondays, within a fast-paced, mission-driven team.