Senior Tech Support Engineer, SaaS & 911 Platform

Prepared; Scottsdale (AZ); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401k with employer match

Discretionary paid time off

Parental leave for all

Medical, dental, and Vision plans

Fitness Programs

Emotional & Mental Wellness support

Snacks in offices

Job summary

Axon, a leader in public safety tech, is seeking a Technical Support Engineer (Tier-2+) to support customers and internal teams on the Axon 911 platform. You will help ensure reliability, performance, and operational excellence across a complex SaaS environment, collaborating with Engineering and Customer Operations.

Hybrid role with three to four days in the office. The ideal candidate has 5+ years in a similar role, with strong networking, VoIP, monitoring, and cloud skills, and a knack for

Qualifications

• At least 5+ years in a Technical Support Engineer role in SaaS/public safety/critical environments.
• Strong networking fundamentals and ability to diagnose latency and connectivity issues in cloud SaaS.
• In-depth understanding of VoIP, SIP, RTP, WebRTC and cloud telephony.
• Experience with monitoring platforms (Datadog, Grafana) to track performance.
• Experience with AWS or similar cloud platforms (Azure/GCP).

Responsibilities

• Collaborate with development, QA, Product and customer success teams to ensure effective communication.
• Own technical issues reported by customers and act as primary escalation contact.
• Proactively anticipate and mitigate potential tech challenges and improve systems.
• Monitor platform performance and reliability using Datadog/Grafana; resolve issues related to networking or hardware.
• Follow established escalation workflows to minimize downtime and customer impact.
• Develop technical articles, guides, and FAQs to support self-service resolution.

Skills

Cross-functional collaboration

Troubleshooting complex issues

Networking basics

VoIP & UC

Datadog/Grafana monitoring

AWS/Azure/GCP

Clear communication

Proactive mindset

Agile environment

SaaS experience

Tools

Datadog

Grafana

Wireshark

Job description

Axon, a leader in public safety tech, is seeking a Technical Support Engineer (Tier-2+) to support customers and internal teams on the Axon 911 platform. You will help ensure reliability, performance, and operational excellence across a complex SaaS environment, collaborating with Engineering and Customer Operations.

Hybrid role with three to four days in the office. The ideal candidate has 5+ years in a similar role, with strong networking, VoIP, monitoring, and cloud skills, and a knack for