SaaS Technical Support Engineer | CJIS & On‑Call

Axon Enterprise

Scottsdale (AZ)

On-site

USD 75,000 - 110,000

Full time

5 days ago

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Job summary

Axon Enterprise in Scottsdale, AZ is seeking a Technical Support professional to deliver top-tier support for our device and software ecosystem. You will diagnose complex issues, collaborate with engineering and product teams, and ensure customers remain fully functional.

Ideal candidates have 3+ years in technical support and SaaS, familiarity with iOS/Android ecosystems, and experience with tools like Splunk, JIRA, and Salesforce. CJIS clearance is required where applicable.

Qualifications

Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
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 common debugging tools (e.g., Xcode, Android Studio).
Operational knowledge of computer/server hardware, operating systems, and storage devices
Network and telecommunication certifications (e.g., CCNA, CompTIA Network+) are a plus
Experience using Secure Shell (SSH)
Experience using Splunk, JIRA, and/or Salesforce
Well-developed interpersonal skills and the ability to work with multiple teams to achieve common objectives
Ability to work autonomously with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information

Responsibilities

Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
Triage and prioritize agency change and feature requests with Axon teams.
Provide frontline email & phone support for complex technical issues.
Research, diagnose, troubleshoot, and identify solutions for Axon device and system issues.
Follow up with clients to ensure systems are fully functional after troubleshooting.
Assist the tier 1 support team by answering questions and aiding in troubleshooting and training.
Log & provide detailed notes on each customer interaction.
Develop knowledge base articles.
Solve problems in an evolving environment.
Report bugs and trends to Axon teams.
Participate in on-call rotation for outages or escalations.
Establish issue urgency and prioritize for the client group.
Proactively improve knowledge and analytical/technical skills.
Up to 5% travel, as needed.