Senior Technical Support Engineer — SaaS & Cloud Ops

Prepared; San Francisco (CA); 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 in offices

Job summary

Axon in San Francisco is hiring a Technical Support Engineer (Tier-2+) to support customers and internal teams on the Axon 911 platform, ensuring reliability, performance, and operational excellence across a growing SaaS environment.

You will collaborate with Engineering, Product and Customer Operations to troubleshoot, own escalations, and drive improvements in monitoring and processes. This hybrid role requires 3–4 days in the office and offers a competitive base pay and benefits.

Qualifications

• 5+ years of experience as a Technical Support Engineer in SaaS or mission-critical environments.
• Strong networking knowledge: OSI, TCP/IP, subnetting, latency, and troubleshooting in cloud SaaS.
• VoIP expertise: SIP, RTP, WebRTC, and call signaling.
• Experience with monitoring/observability tools (Datadog, Grafana).
• Cloud experience with AWS or Azure/GCP.
• Analytical, proactive, and able to own customer outcomes.

Responsibilities

• Collaborate with development, QA, Product and customer success to resolve issues.
• Own technical issues reported by customers and provide expert troubleshooting.
• Proactively identify improvements to systems and processes.
• Monitor performance and reliability using monitoring tools.
• Assist in escalation workflows and incident management.
• Develop knowledge base articles and self-service guides.

Skills

Troubleshooting

Cross-functional

Networking

VoIP

Monitoring

Cloud computing

Data analysis

Communication

Proactive

Agile

Tools

Datadog

Grafana

Job description

Axon in San Francisco is hiring a Technical Support Engineer (Tier-2+) to support customers and internal teams on the Axon 911 platform, ensuring reliability, performance, and operational excellence across a growing SaaS environment.

You will collaborate with Engineering, Product and Customer Operations to troubleshoot, own escalations, and drive improvements in monitoring and processes. This hybrid role requires 3–4 days in the office and offers a competitive base pay and benefits.