Senior Tech Support Engineer - 911 Platform (Hybrid)

Axon; Seattle (WA); Hybrid; USD 79,470 - 105,960; Full time

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Parental leave for all

Medical, dental, and vision plans

Fitness programs

Mental wellness support

Snacks in offices

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams for the Axon 911 platform. You will troubleshoot issues, maintain reliability, and partner with Engineering to deliver high‑quality customer experiences.

The role emphasizes monitoring, escalation management, and knowledge‑base development within a fast‑paced, hybrid environment. 3–4 days in the office expected.

Qualifications

• 5+ years of experience as a Technical Support Engineer (Tier 2/3) or similar in SaaS, public safety, or mission‑critical environments.
• Strong networking fundamentals (OSI model, TCP/IP, subnetting) and troubleshooting with packet captures (Wireshark).
• VoIP technologies knowledge (SIP, RTP, WebRTC); cloud telephony familiarity with PBX/SBCs.
• Monitoring/Observability experience with Datadog, Grafana or similar.
• Proficiency with cloud platforms (AWS preferred; Azure/GCP also relevant).
• Strong analytical and problem‑solving abilities for complex issues.
• Excellent communication with customers, partners and internal teams; proactive and fast‑paced in a dynamic setting.

Responsibilities

• Collaborate with development, QA, Product and customer success teams to ensure clear communication across the Global Operations org.
• Own technical issues reported by customers and take the lead on resolution and escalations.
• Proactively identify system improvements to enhance efficiency and customer experience.
• Leverage monitoring tools to maintain performance and reliability of Axon 911 platform.
• Manage escalation workflows and timely incident resolution with stakeholders.
• Create technical articles and troubleshooting guides to improve self‑service support.

Skills

Cross‑functional collaboration

Ownership

Analytical thinking

Customer communication

Proactive mindset

Tools

Datadog

Grafana

Wireshark

Job description

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams for the Axon 911 platform. You will troubleshoot issues, maintain reliability, and partner with Engineering to deliver high‑quality customer experiences.

The role emphasizes monitoring, escalation management, and knowledge‑base development within a fast‑paced, hybrid environment. 3–4 days in the office expected.