Senior Technical Support Engineer, Public Safety SaaS

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

Benefits offered by this job

401k with employer match

Paid time off

Parental leave

Medical, dental, and vision plans

Fitness programs

Mental wellness support

Snacks

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+) to support the Axon 911 platform, ensuring reliability and performance across a growing SaaS environment. You will work with Engineering, Customer Operations, and partners to diagnose issues and communicate fixes.

You will help grow the support organization by improving monitoring, processes, and knowledge bases while delivering excellent customer experiences in a fast-paced, hybrid setting.

Qualifications

• Strong networking knowledge including OSI model, TCP/IP, subnetting, and troubleshooting in cloud SaaS.
• VoIP technologies expertise: SIP, RTP, WebRTC, call flows, and common error codes.
• Experience with monitoring tools to track performance and proactively detect issues.

Responsibilities

• Collaborate across Development, QA, Product and Customer Success to ensure alignment and issue resolution.
• Own technical issues reported by customers and act as primary contact for escalations.
• Proactively identify and address potential challenges and improve systems and processes.

Skills

Networking concepts

VoIP & UC

Monitoring/Observability

Cloud computing (AWS)

Data tools

Analytical skills

Communication

Proactive mindset

Agile environment

Tools

Datadog

Grafana

Wireshark

Job description

Axon is seeking a Technical Support Engineer (Tier 2+) to support the Axon 911 platform, ensuring reliability and performance across a growing SaaS environment. You will work with Engineering, Customer Operations, and partners to diagnose issues and communicate fixes.

You will help grow the support organization by improving monitoring, processes, and knowledge bases while delivering excellent customer experiences in a fast-paced, hybrid setting.