Senior Technical Support Engineer - SaaS | Cloud & Networking

Axon; Scottsdale (AZ); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

401k with employer match

Discretionary PTO

Parental leave

Medical, Dental, Vision plans

Wellness programs

Learning & Development programs

ERGs

Snacks in the office

Job summary

Axon is seeking a high-energy Support Engineer to assist Law Enforcement customers with Axon devices and cloud solutions. You will diagnose issues, provide frontline support, and collaborate across teams to resolve complex escalations.

The role is based in Scottsdale, AZ, with occasional travel for hands-on troubleshooting. The candidate brings a BS in IT-related field or equivalent, 3+ years in technical support and SaaS, and familiarity with iOS/Android ecosystems, SSH, and ticketing tools

Qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, or related field, or equivalent experience/certifications.
• Minimum of 3 years of Technical Support experience.
• Minimum of 3 years of SaaS experience.
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and debugging tools (Xcode, Android Studio).
• Operational knowledge of computer/server hardware, OS, and storage devices.

Responsibilities

• Work with Law Enforcement customers to ensure excellent product experience.
• Triage and prioritize agency change and feature requests with Axon teams.
• Provide frontline email & phone support for complex issues.
• Diagnose and troubleshoot Axon device/system issues with customers.
• Follow up to ensure systems are fully functional after troubleshooting.
• Assist Tier 1 support and contribute to training.

Skills

Technical Support

SaaS

Networking

Windows Server

SSH

Splunk

JIRA

Salesforce

Customer Service

Communication

Education

Bachelor's degree in IT/related field

Tools

SSH

Splunk

JIRA

Salesforce

Xcode/Android Studio

Job description

Axon is seeking a high-energy Support Engineer to assist Law Enforcement customers with Axon devices and cloud solutions. You will diagnose issues, provide frontline support, and collaborate across teams to resolve complex escalations.

The role is based in Scottsdale, AZ, with occasional travel for hands-on troubleshooting. The candidate brings a BS in IT-related field or equivalent, 3+ years in technical support and SaaS, and familiarity with iOS/Android ecosystems, SSH, and ticketing tools