Senior Tech Support Engineer, 911 Platform (SaaS)

Axon; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Paid parental leave for all

Medical, dental and vision plans

Fitness programs

Emotional & mental wellness support

Learning & development programs

Office snacks

Job summary

Axon in Atlanta is seeking a Technical Support Engineer (Tier‑2+) to support customers and internal teams on the Axon 911 platform within a global SaaS environment. You'll diagnose issues, optimize monitoring, and drive reliable operations across engineering and customer operations.

This hybrid role requires collaboration across cross‑functional teams, ownership of escalations, and the ability to communicate clearly with customers and partners while continuously improving knowledge bases and

Qualifications

• 5+ years as a Technical Support Engineer (Tier-2/Tier-3) or similar in SaaS/public safety/mission-critical environments.
• Networking fundamentals: OSI model, TCP/IP, subnetting; Wireshark or similar tools.
• VoIP, SIP, RTP, WebRTC, PBX, SBCs; cloud-based telephony solutions.
• Monitoring/Observability with Datadog, Grafana, or similar platforms.
• Cloud computing: AWS, Azure or GCP.
• Data tools: deriving insights from metrics and logs.
• Analytical and problem-solving mindset.
• Clear communication with customers, partners and internal teams.

Responsibilities

• Cross‑Team Collaboration with development, QA, Product, and customer success teams.
• Own technical issues reported by customers and stakeholders; act as escalation point.
• Proactive identification of issues and proposing improvements.
• Monitor platform performance and reliability using Datadog and related tools.
• Manage escalation workflows to minimize downtime and impact.
• Develop and maintain knowledge-base articles, troubleshooting guides, and FAQs.

Skills

Cross‑team collaboration

Ownership

Proactive approach

Datadog monitoring

Escalation management

Knowledge‑base documentation

Tools

Datadog

Grafana

Job description

Axon in Atlanta is seeking a Technical Support Engineer (Tier‑2+) to support customers and internal teams on the Axon 911 platform within a global SaaS environment. You'll diagnose issues, optimize monitoring, and drive reliable operations across engineering and customer operations.

This hybrid role requires collaboration across cross‑functional teams, ownership of escalations, and the ability to communicate clearly with customers and partners while continuously improving knowledge bases and