Senior Technical Support Engineer, 911 Platform (Remote)

Axon

Sterling (VA)

Hybrid

USD 83,000 - 129,000

Full time

12 days ago

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Benefits offered by this job

Competitive salary and 401k with match

Discretionary paid time off

Paid parental leave for all

Medical, dental, and Vision plans

Fitness programs

Emotional & Mental Wellness support

Snacks in offices

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+). You will support customers and internal teams on the Axon 911 platform, troubleshoot complex issues, and work with Engineering to prioritize fixes. The role emphasizes reliability, performance, and SLA adherence in a fast-paced SaaS environment.

You will collaborate with cross-functional teams, own incidents, and help scale the support organization. Onsite Tue-Fri with remote options on Mondays, and a comprehensive benefits package is

Qualifications

5+ years in technical support, SaaS or mission-critical environments.
Strong networking fundamentals and cloud knowledge.
Experience with VoIP/SIP/RTP and UC concepts.
Proficient with monitoring/observability tools and incident response.

Responsibilities

Troubleshoot and resolve technical issues; own incidents end-to-end.
Collaborate with Eng, Product, and Customer Ops for fixes.
Monitor platform performance and propose improvements.
Create technical articles and self-service guides for customers.

Skills

Networking knowledge

VoIP & UC concepts

Monitoring & Observability

Cloud platforms (AWS)

Troubleshooting & ownership

Customer communication

Tools

Datadog

Grafana

Wireshark

SBCs / Cloud telephony

AWS tools

Job description

You will collaborate with cross-functional teams, own incidents, and help scale the support organization. Onsite Tue-Fri with remote options on Mondays, and a comprehensive benefits package is

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