Senior Technical Support Engineer, SaaS & Cloud Ops

Axon; New York (NY); Hybrid; USD 79,470 - 105,960; Full time

Benefits offered by this job

Competitive salary and 401(k) with employer match

Discretionary paid time off

Paid parental leave

Medical, dental, and vision plans

Fitness programs

Emotional & mental wellness support

Job summary

Axon, based in New York, is looking for a Technical Support Engineer (Tier 2+) to enhance the Axon 911 platform. This role entails troubleshooting technical issues, collaborating with cross-functional teams, and ensuring operational excellence in a hybrid work setting. Candidates should have at least 5 years of experience in technical support roles and a strong understanding of networking and cloud computing technologies. This vital position contributes to emergency response efforts and enhances customer experience.

Qualifications

• Strong foundational knowledge of networking concepts.
• Deep understanding of VoIP technologies.
• Hands-on experience with monitoring platforms.
• Proficiency in cloud computing platforms.
• Strong analytical capabilities and problem-solving aptitude.

Responsibilities

• Troubleshoot and resolve technical issues for customers.
• Collaborate with teams to ensure operational excellence.
• Document and escalate bugs, communicate with Engineering.
• Proactively identify potential technical challenges.
• Develop technical articles and troubleshoot guides.

Skills

Networking concepts

VoIP technologies

Monitoring platforms

Cloud computing

Analytical skills

Communication skills

Education

At least 5 years of experience in a technical support role

Tools

Datadog

Wireshark

Job description

Axon, based in New York, is looking for a Technical Support Engineer (Tier 2+) to enhance the Axon 911 platform. This role entails troubleshooting technical issues, collaborating with cross-functional teams, and ensuring operational excellence in a hybrid work setting. Candidates should have at least 5 years of experience in technical support roles and a strong understanding of networking and cloud computing technologies. This vital position contributes to emergency response efforts and enhances customer experience.