Senior Technical Support Engineer — SaaS, Hybrid NYC

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

Benefits offered by this job

Competitive salary with 401k match

Discretionary paid time off

Medical, dental, and vision plans

Fitness programs

Emotional & mental wellness support

Job summary

Axon Enterprise is seeking a Technical Support Engineer to support customers using the Axon 911 platform, ensuring reliability and performance. Responsibilities include troubleshooting technical issues, collaborating with internal teams, and improving support processes. Candidates should have 5+ years of experience in a similar role, strong networking and VoIP knowledge, and be familiar with monitoring tools like Datadog. This is a hybrid role in New York, offering competitive benefits and salary from $79,470 to $105,960.

Qualifications

• 5+ years of experience as a Technical Support Engineer in a SaaS or public safety environment.
• Strong foundational knowledge of networking concepts and troubleshooting techniques.
• In-depth understanding of VoIP technologies and cloud computing platforms.

Responsibilities

• Troubleshoot and resolve technical issues for customers and partners.
• Ensure customer satisfaction and efficient resolution of escalated issues.
• Develop and update knowledge base articles for self-service support.

Skills

Cross-Team Collaboration

Networking concepts

VoIP technologies

Monitoring expertise

Cloud computing proficiency

Strong analytical capabilities

Tools

Datadog

Wireshark

AWS

Job description

Axon Enterprise is seeking a Technical Support Engineer to support customers using the Axon 911 platform, ensuring reliability and performance. Responsibilities include troubleshooting technical issues, collaborating with internal teams, and improving support processes. Candidates should have 5+ years of experience in a similar role, strong networking and VoIP knowledge, and be familiar with monitoring tools like Datadog. This is a hybrid role in New York, offering competitive benefits and salary from $79,470 to $105,960.