Senior Customer Technical Support Representative

Out in Science, Technology, Engineering, and Mathematics; Boston (MA); On-site; USD 36,175 - 57,886; Full time

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Paid parental leave

Medical, Dental, and Vision plans

Fitness programs

Emotional and mental wellness support

Learning and development programs

Job summary

Join Axon in Boston as a Technical Support Representative, providing exceptional technical support across multiple channels. Your role includes troubleshooting issues and assisting customers with Axon products, ensuring a strong customer focus.

The position demands excellent communication and problem-solving skills, along with technical expertise. Enjoy a competitive salary, 401(k), and a range of benefits including medical plans and wellness support.

Qualifications

• 1+ years of technical support experience with software, hardware, web-based solutions, or e-commerce platforms.
• Fluency in multiple languages is a plus.
• Must pass a Criminal Justice Information Services background check.

Responsibilities

• Provide first-class technical support through multiple communication channels.
• Troubleshoot and resolve technical issues related to Axon products.
• Build and maintain subject-matter expertise of all Axon products.

Skills

Technical support experience

Communication skills

Problem-solving skills

Proficiency with Windows

Analytical skills

Education

Bachelor's Degree or equivalent work experience

Tools

Microsoft Office

Job description

Join Axon and be a Force for Good.

At Axon, we're on a mission to Protect Life.

Your Impact

The Technical Support Representative provides first‑class technical support to Axon customers through multiple communication channels such as email and phone. This customer‑focused position involves hardware, software, and networking support, with goals to meet or exceed performance and quality standards.

What You'll Do

Location: Onsite 4 days a week out of Boston, MA
Reports to: Manager of Technical Support

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon‑related questions.
• Build and maintain subject‑matter expertise of all Axon products, solutions, and policies.
• Assist customers using problem‑solving skills and empathy.
• Report bugs and trends to stakeholders and provide process/performance improvement suggestions to the manager.

What You Bring

• Bachelor's Degree preferred or equivalent work experience.
• 1+ years of technical support experience with software, hardware, web‑based solutions, or e‑commerce platforms.
• Excellent verbal and written communication skills (fluency in multiple languages is a plus).
• Passion for helping people and solving problems.
• Proficiency with Windows operating systems, mobile devices, and cloud‑based solutions.
• Strong analytical and troubleshooting skills.
• Proficiency with Microsoft Office.
• Ability to communicate at a technical level appropriate to clients with varying IT knowledge.
• Self‑driven and able to work independently while supporting team needs.
• Must pass a Criminal Justice Information Services (CJIS) background check and be able to maintain confidential and highly sensitive information.

Benefits

• Competitive salary and 401(k) with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, and Vision plans.
• Fitness programs.
• Emotional and mental wellness support.
• Learning and development programs.
• Employee Resource Groups (ERGs).
• Office snacks.

Base Pay Range

$26.26 - $42.02 USD per hour.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job may change or be supplemented at any time in accordance with business needs and conditions.

Equal Employment Opportunity

Axon is an equal‑opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We are committed to hiring the best talent—regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws.