Senior Customer Technical Support Representative

Axon; Boston (MA); On-site; USD 36,175 - 57,886; Full time

Benefits offered by this job

Competitive salary and 401(k) with employer match

Discretionary paid time off

Paid parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Employee Resource Groups

Snacks in offices

Job summary

Axon is looking for a Technical Support Representative in Boston to provide outstanding technical support to customers. You will troubleshoot various product-related issues and maintain expertise in Axon's offerings. Candidates should have technical support experience, strong communication skills, and a Bachelor's Degree or equivalent experience. The position is onsite 4 days a week and offers a competitive salary along with various benefits including medical and paid parental leave.

Qualifications

• 1+ years technical support experience supporting software and hardware.
• Excellent verbal and written communication skills.
• Passion for helping people and solving problems.

Responsibilities

• Troubleshoot and resolve technical issues related to Axon products.
• Build and maintain subject-matter expertise of all products.
• Assist customers utilizing problem-solving skills.

Skills

Technical support experience

Communication skills

Analytical skills

Proficiency with Windows

Problem-solving

Education

Bachelor’s Degree or equivalent work experience

Tools

Microsoft Office

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

The Technical Support Representative provides first‑class technical support to Axon customers through multiple communication channels which may include email and phones. This is a customer‑focused, technical, hardware, and software‑related support position with responsibilities for meeting or exceeding performance and quality goals.

What You’ll Do

Location: Onsite 4 days a week out of Boston, MA

Reports to: Manager of Technical Support

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon related questions.
• Build and maintain subject‑matter expertise of all Axon products, solutions, and policies.
• Assist customers utilizing problem‑solving skills and customer empathy.
• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.

What You Bring

• Bachelor’s Degree preferred or equivalent work experience.
• 1+ years technical support experience in supporting software, hardware, web‑based solutions, or e‑commerce platforms.
• Excellent verbal and written communication skills (fluency in multiple languages a plus).
• Passion for helping people and solving problems.
• Proficient with Windows operating systems, mobile devices and cloud‑based solutions.
• Strong analytical/troubleshooting skills.
• Proficiency with Microsoft Office.
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset.
• Self‑driven, ability to work independently and actively seeks out team needs and solutions.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Benefits That Benefit You

• Competitive salary and 401(k) 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.

Base Pay Range

$26.26—$42.02 USD

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.

Phishing Alert

Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [e-mail].