Sr Technical Support Engineer I

Axon; Scottsdale (AZ); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

401k with employer match

Discretionary PTO

Parental leave

Medical, Dental, Vision plans

Wellness programs

Learning & Development programs

ERGs

Snacks in the office

Job summary

Axon is seeking a high-energy Support Engineer to assist Law Enforcement customers with Axon devices and cloud solutions. You will diagnose issues, provide frontline support, and collaborate across teams to resolve complex escalations.

The role is based in Scottsdale, AZ, with occasional travel for hands-on troubleshooting. The candidate brings a BS in IT-related field or equivalent, 3+ years in technical support and SaaS, and familiarity with iOS/Android ecosystems, SSH, and ticketing tools

Qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, or related field, or equivalent experience/certifications.
• Minimum of 3 years of Technical Support experience.
• Minimum of 3 years of SaaS experience.
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and debugging tools (Xcode, Android Studio).
• Operational knowledge of computer/server hardware, OS, and storage devices.

Responsibilities

• Work with Law Enforcement customers to ensure excellent product experience.
• Triage and prioritize agency change and feature requests with Axon teams.
• Provide frontline email & phone support for complex issues.
• Diagnose and troubleshoot Axon device/system issues with customers.
• Follow up to ensure systems are fully functional after troubleshooting.
• Assist Tier 1 support and contribute to training.

Skills

Technical Support

SaaS

Networking

Windows Server

SSH

Splunk

JIRA

Salesforce

Customer Service

Communication

Education

Bachelor's degree in IT/related field

Tools

SSH

Splunk

JIRA

Salesforce

Xcode/Android Studio

Job description

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact:
AXON is seeking a high-energy, skilled Support Engineer with expertise in customer service, computer networking, cloud solutions, & Windows server administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a proactive individual who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.

What You’ll Do:
Location: Scottsdale, AZ Office
Reports to: Manager of Technical Support, Tier 2

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Join Forces with Axon Teams to triage and prioritize agency change and feature requests
• As needed, provide frontline email & phone support to customers for complex technical issues augment/cover for the Technical Support Representative team
• Research, diagnose, troubleshoot, and identify solutions to address Axon device and system issues directly with customers via phone & email
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training
• Log & provide detailed notes on each customer interaction
• Develop knowledge base articles
• Solve problems proficiently in an ever-evolving environment
• Report bugs and trends to the necessary Axon teams
• Participate in an on-call rotation for outages or other critical escalations as needed
• Establish the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
• Proactively improve knowledge and develop analytical and technical skills
• Up to 10% travel, as needed, to customer sites for direct troubleshooting

What You Bring

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
• Minimum of 3 years of Technical Support experience
• Minimum of 3 years of SaaS experience
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and common debugging tools (e.g., Xcode, Android Studio).
• Operational knowledge of computer/server hardware, operating systems, and storage devices
• Network and telecommunication certifications (e.g., CCNA, CompTIA Network+) are a plus
• Experience using Secure Shell (SSH)
• Experience using Splunk, JIRA, and/or Salesforce
• Well-developed interpersonal skills and the ability to work with multiple teams to achieve common objectives
• Ability to work autonomously with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.