Technical Support Engineer

Menlo Ventures; Virginia (IL); On-site; USD 78,052,000 - 125,020,000; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Paid time off

Parental leave

Medical/Dental/Vision

Wellness programs

Learning & Development

Snacks in offices

Job summary

Axon seeks a Technical Support Engineer to deliver 2nd and 3rd line assistance for Dedrone by Axon products to customers worldwide. You’ll research, diagnose, and resolve hardware and software issues with strong communication and ownership. Occasional on-call and weekend coverage are required.

Applicants should have a CS degree or 5+ years in support, solid networking/Linux skills, and willingness to travel; CJIS background check is mandatory. Base pay ranges are provided with full benefits.

Qualifications

• Bachelor’s degree in CS or related field, or 5+ years relevant work experience.
• Experience in customer support.
• Excellent troubleshooting and ability to resolve issues quickly.
• Strong networking and Linux knowledge.
• Willingness to travel and pass CJIS background check.

Responsibilities

• Provide 2nd and 3rd level support for Dedrone by Axon products to customers and field engineers.
• Research solutions to resolve hardware and software issues.
• Diagnose and troubleshoot technical issues including account setup and network configuration.
• Take ownership of customer issues and drive them to resolution.
• Log and track requests and issues within set time limits.
• Coordinate with engineering for root cause analysis and escalation when needed.

Skills

Troubleshooting

Networking

Linux

Communication

Travel

RF knowledge

Cloud computing

Education

Bachelor's degree or 5+ years experience

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 Engineer provides 2nd and 3rd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customer’s satisfaction. 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: Sterling, VA or Mesa, AZ offices
Reports to: Director, Customer Support and Service – Dedrone by Axon
Direct Reports: 0

• Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
• Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers
• Research and identify solutions to resolve software and hardware issues
• Diagnosing and troubleshoot technical issues, including account setup and network configuration
• Take ownership of customer issues reported and seeing problems through to resolution
• Track internal and external requests and technical issues to resolution, within agreed time limits
• Update, maintain and monitor our customer systems as a full service
• Ensure all requests and issues are properly logged
• Prioritize and manage several open issues at one time
• Document technical knowledge in form of notes and manuals
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with engineering and development teams to perform root cause analysis
• Take part in On-call Support and weekend coverage

What You Bring

• Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience preferred
• Previous practical work experience in the field of customer support
• Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
• Very good knowledge in networks and Linux
• Strong sense of ownership and urgency
• Ability to work well in a team and enjoy knowledge sharing
• Excellent communication skills with the ability to provide advice to non-technically aware customers
• Willing and able to travel
• Good knowledge about consumer UAV protocols and standards
• Basic knowledge and understanding of RF technology
• Basic understanding of cloud computing solutions
• Drone pilot license in future
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
• US Citizenship is required with the ability to obtain US Government security clearance

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
• 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.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$27.22—$43.56 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.