Senior Technical Support Engineer, SaaS Ops & Incidents (Hybrid)

Axon Enterprise; Seattle (WA); Hybrid; USD 79,470 - 105,960; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Discretionary paid time off

Paid parental leave

Medical, dental and vision plans

Fitness programs

Emotional & mental wellness support

Snacks in our offices

Job summary

Axon Enterprise in Seattle, Washington, is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our SaaS infrastructure. This hybrid role requires three to four days in the office and close collaboration with Engineering and Customer Operations.

You will troubleshoot issues, document bugs, and work with Engineering to prioritize fixes, while contributing

Qualifications

• 5+ years as Technical Support Engineer (Tier-2/3) in SaaS/public safety/mission-critical environments.
• Strong ownership and cross-functional collaboration.
• Proficient in diagnosing complex technical issues and customer outcomes.

Responsibilities

• Cross‑Team Collaboration: Work with development, QA, Product, and customer success teams to coordinate repairs and communicate with stakeholders.
• Ownership: Act as primary contact for technical escalations and ensure timely resolution and customer satisfaction.
• Proactive approach: Anticipate issues and propose improvements to systems and processes.
• Monitoring expertise: Apply Datadog/Grafana to monitor performance and reliability; resolve issues proactively.
• Escalation workflow: Manage critical incidents with rapid communication and coordination to minimize downtime.
• Knowledge Base expertise: Create troubleshooting guides and FAQs for self-service support.

Skills

Networking fundamentals

VoIP & UC

Monitoring/Observability

Cloud platforms (AWS)

Data analysis

Communication

Troubleshooting

Tools

Datadog

Grafana

Wireshark

Job description

Axon Enterprise in Seattle, Washington, is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our SaaS infrastructure. This hybrid role requires three to four days in the office and close collaboration with Engineering and Customer Operations.

You will troubleshoot issues, document bugs, and work with Engineering to prioritize fixes, while contributing