Senior Technical Support Engineer – SaaS & Networking

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

Benefits offered by this job

Competitive salary and 401k with employer match

Discretionary paid time off

Paid parental leave

Medical, dental, and vision plans

Fitness programs

Job summary

Prepared is looking for a Technical Support Engineer (Tier 2+) to join the Axon 911 platform team in New York City. In this hybrid role, you'll work directly with customers and internal teams to ensure operational excellence and reliability of our SaaS infrastructure.

Responsibilities include troubleshooting technical issues, driving customer satisfaction, and collaborating with cross-sectional teams. A minimum of 5 years in a similar role and a strong knowledge of networking and VoIP technologies are essential.

We offer competitive salary, benefits, and a supportive work environment dedicated to innovation.

Qualifications

• At least 5+ years of experience as a Technical Support Engineer (Tier‑2/Tier‑3) or in a similar role.
• Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting.
• In‑depth understanding of VoIP technologies, including SIP, RTP, and WebRTC.

Responsibilities

• Work closely with development, QA, product, and customer success teams.
• Take ownership of technical issues reported by customers, partners, and internal teams.
• Anticipate potential technical challenges and take preventive measures.

Skills

Technical issue troubleshooting

Cross-team collaboration

Customer satisfaction

Networking knowledge

VoIP technologies

Monitoring expertise

Cloud platforms

Education

5+ years in technical support or related role

Tools

Datadog

Wireshark

Job description

Prepared is looking for a Technical Support Engineer (Tier 2+) to join the Axon 911 platform team in New York City. In this hybrid role, you'll work directly with customers and internal teams to ensure operational excellence and reliability of our SaaS infrastructure.

Responsibilities include troubleshooting technical issues, driving customer satisfaction, and collaborating with cross-sectional teams. A minimum of 5 years in a similar role and a strong knowledge of networking and VoIP technologies are essential.

We offer competitive salary, benefits, and a supportive work environment dedicated to innovation.