Senior Technical Support Engineer - SaaS (911)

Doist

Sterling (VA)

Hybrid

USD 95,000 - 135,000

Full time

14 days+

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Benefits offered by this job

Competitive salary & 401k match

Discretionary PTO

Paid parental leave

Medical, dental, vision plans

Fitness programs

Wellness support

Learning & Development programs

Snacks in offices

Job summary

Axon is hiring a Technical Support Engineer (Tier-2/3) to support our Axon911 platform. This hybrid role requires collaboration with engineering, customer operations and product teams to resolve complex technical issues while maintaining SLA-driven reliability.

You will contribute to improving monitoring, incident response and self-service knowledge resources. The ideal candidate has 5+ years in a SaaS or mission-critical environment, strong networking and VoIP knowledge, and hands-on Datadog or

Qualifications

5+ years in a Technical Support Engineer role or similar in SaaS/public safety/mission-critical environments.
Strong networking knowledge: OSI model, TCP/IP, subnetting; experience with packet capture tools like Wireshark.
VoIP signaling (SIP, RTP, WebRTC) troubleshooting and call-flow analysis.
Hands-on monitoring with Datadog, Grafana; cloud platforms (AWS/Azure/GCP).

Responsibilities

Cross-team collaboration with development, QA, product, and customer success to ensure effective communication.
Own technical escalations; deliver prompt, expert-level troubleshooting and problem resolution.
Proactively identify issues and drive improvements in systems and processes.
Monitor platform performance and reliability; diagnose and resolve network/hardware issues.
Develop and update knowledge base articles, guides, and FAQs for self-service support.
Contribute to scalable support processes and incident management.