Senior Tech Support Engineer - SaaS & Cloud Ops

Axon Enterprise; Sterling (VA); 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 Enterprise is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams on the Axon 911 platform. You will troubleshoot complex issues, collaborate across engineering and operations, and help ensure reliability and performance in a fast-paced SaaS environment.

This hybrid role requires strong networking, VoIP, and monitoring skills, with a focus on proactive problem solving and excellent customer communication.

Qualifications

• 5+ years in SaaS or mission-critical technical support.
• Strong networking knowledge (OSI model, TCP/IP) and packet capture skills.
• VoIP knowledge including SIP, RTP, WebRTC.
• Experience with Datadog and Grafana for monitoring.
• Cloud experience with AWS, Azure, or GCP.

Responsibilities

• Collaborate with development, QA,Product and customer success teams to resolve issues.
• Take ownership of customer escalations and provide timely resolutions.
• Proactively identify improvements to systems and processes.
• Monitor platform performance and reliability using Datadog or similar tools.
• Develop knowledge base articles and self-service troubleshooting guides.
• Communicate effectively with customers and internal teams to minimize downtime.

Skills

Networking concepts

VoIP technologies

Monitoring and observability

Cloud computing (AWS)

Data analysis

Communication

Problem solving

Tools

Datadog

Grafana

Wireshark

Job description

Axon Enterprise is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams on the Axon 911 platform. You will troubleshoot complex issues, collaborate across engineering and operations, and help ensure reliability and performance in a fast-paced SaaS environment.

This hybrid role requires strong networking, VoIP, and monitoring skills, with a focus on proactive problem solving and excellent customer communication.