Senior Technical Support Engineer, SaaS & Cloud Ops

Axon Enterprise; Scottsdale (AZ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Discretionary paid time off

Parental leave

Medical, dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Snacks in offices

Job summary

Axon Enterprise in Scottsdale, Arizona is seeking a Technical Support Engineer (Tier 2+). You will support customers and internal teams using the Axon 911 platform, ensuring reliability, performance, and operational excellence across a SaaS environment.

You will work with Global Operations to troubleshoot, document, and escalate bugs, improve monitoring, and develop knowledge base content while delivering a high‑quality customer experience. Hybrid role with in‑office three to four days a week.

Qualifications

• 5+ years of experience as a Technical Support Engineer (Tier‑2/Tier‑3) or similar in SaaS/public safety/mission‑critical environments.
• Foundational networking concepts including OSI model, TCP/IP, subnetting, using Wireshark or similar tools.
• In‑depth understanding of VoIP technologies (SIP, RTP, WebRTC) and PBX/SBC/cloud telephony.
• Hands‑on experience with monitoring platforms like Datadog, Grafana, or similar.
• Strong proficiency with cloud platforms (AWS, Azure, GCP).
• Ability to derive insights from system metrics and logs.
• Strong analytical and problem‑solving abilities for troubleshooting.
• Clear communication with customers/partners/internal teams to minimize downtime.
• Proactive mindset to prevent issues and improve systems.
• Thrives in fast‑paced, agile environments.

Responsibilities

• Collaborate with development, QA, Product, and Customer Success to ensure effective communication.
• Own technical issues reported by customers and act as primary contact for escalations.
• Proactively identify and address potential challenges and propose innovative solutions.
• Monitor and maintain performance using Datadog or similar tools; resolve performance or connectivity problems.
• Follow escalation workflows to minimize downtime and communicate status.
• Create technical articles, troubleshooting guides, and FAQs to support self‑service.

Skills

5+ years exp

Networking

VoIP/UC

Monitoring

AWS

Data tools

Analytical

Communication

Proactivity

Agile

Tools

Datadog

Grafana

Job description

Axon Enterprise in Scottsdale, Arizona is seeking a Technical Support Engineer (Tier 2+). You will support customers and internal teams using the Axon 911 platform, ensuring reliability, performance, and operational excellence across a SaaS environment.

You will work with Global Operations to troubleshoot, document, and escalate bugs, improve monitoring, and develop knowledge base content while delivering a high‑quality customer experience. Hybrid role with in‑office three to four days a week.