Technical Support Engineer, Axon 911

Axon; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Paid parental leave for all

Medical, dental and vision plans

Fitness programs

Emotional & mental wellness support

Learning & development programs

Office snacks

Job summary

Axon in Atlanta is seeking a Technical Support Engineer (Tier‑2+) to support customers and internal teams on the Axon 911 platform within a global SaaS environment. You'll diagnose issues, optimize monitoring, and drive reliable operations across engineering and customer operations.

This hybrid role requires collaboration across cross‑functional teams, ownership of escalations, and the ability to communicate clearly with customers and partners while continuously improving knowledge bases and

Qualifications

• 5+ years as a Technical Support Engineer (Tier-2/Tier-3) or similar in SaaS/public safety/mission-critical environments.
• Networking fundamentals: OSI model, TCP/IP, subnetting; Wireshark or similar tools.
• VoIP, SIP, RTP, WebRTC, PBX, SBCs; cloud-based telephony solutions.
• Monitoring/Observability with Datadog, Grafana, or similar platforms.
• Cloud computing: AWS, Azure or GCP.
• Data tools: deriving insights from metrics and logs.
• Analytical and problem-solving mindset.
• Clear communication with customers, partners and internal teams.

Responsibilities

• Cross‑Team Collaboration with development, QA, Product, and customer success teams.
• Own technical issues reported by customers and stakeholders; act as escalation point.
• Proactive identification of issues and proposing improvements.
• Monitor platform performance and reliability using Datadog and related tools.
• Manage escalation workflows to minimize downtime and impact.
• Develop and maintain knowledge-base articles, troubleshooting guides, and FAQs.

Skills

Cross‑team collaboration

Ownership

Proactive approach

Datadog monitoring

Escalation management

Knowledge‑base documentation

Tools

Datadog

Grafana

Job description

About Axon

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.

About Axon 911

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means helping shape the future of emergency response and building a safer, more connected world.

Your Impact

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while ensuring reliability, performance, and operational excellence across our rapidly growing environment. As a member of the Global Operations team, you will work directly with customers, partners, and cross‑functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs. You will troubleshoot and resolve technical issues, diagnose system and logic errors, document and accelerate bug handling, and partner closely with Engineering teams to prioritize and communicate fixes. Your contributions will help improve monitoring capabilities, support processes, and CRM workflows as the team expands.

This is an opportunity to work with cutting‑edge technology while helping build and support mission‑critical emergency response platforms that have real‑world impact.

What You’ll Do

• Cross‑Team Collaboration: Work closely with development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization. Proactively engage with stakeholders to address technical issues and deliver timely support.
• Ownership: Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for escalations and provide expert‑level troubleshooting.
• Proactive Approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement and propose innovative solutions to enhance efficiency and customer experience.
• Monitoring Expertise: Leverage deep understanding of monitoring software and hardware, such as Datadog, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve issues related to system performance, network connectivity, or hardware failures.
• Escalation Workflow: Utilize comprehensive knowledge of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject‑matter expert, resolving high‑priority incidents through timely communication and collaboration to minimize downtime and customer impact.
• Knowledge‑Base Expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self‑service support. Continuously update the knowledge base with new solutions and best practices.

What You Bring

• At least 5+ years as a Technical Support Engineer (Tier‑2/Tier‑3) or similar role within a SaaS, public safety, or mission‑critical environment.
• Networking: Strong foundational knowledge of networking concepts, including OSI model, TCP/IP, subnetting, and troubleshooting with tools such as Wireshark.
• VoIP & Unified Communications: In‑depth understanding of VoIP technologies, SIP, RTP, WebRTC, PBX systems, SBCs, and cloud‑based telephony solutions.
• Monitoring & Observability: Hands‑on experience with Datadog, Grafana, or similar platforms to track system performance and proactively detect issues.
• Cloud Computing: Proficiency in AWS (or Azure / GCP) and related services.
• Data Tools: Ability to derive insights from system metrics and logs.
• Analytical & Problem‑Solving: Strong analytical capabilities and a proactive mindset.
• Communication: Clear and effective communication with customers, partners and internal teams.
• Thrive in fast‑paced, agile environment and deliver results within specified timeframes.

Work Location

This is a hybrid role, with an expectation of three to four days per week in office.

Benefits that Benefit You

• Competitive salary and 401(k) with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental and vision plans
• Fitness programs
• Emotional & mental wellness support
• Learning & development programs
• Office snacks

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

Important Notes

The above job description is not exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. It may change or be supplemented at any time in accordance with business needs.

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, 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 and the environment. All employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Employees are empowered to report safety concerns as they arise.

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, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws—and empowering all employees to do their best work. If you have a disability or special need that requires assistance or accommodation during the application or recruiting process, please email [e-mail]. This email address is for accommodation purposes only and will not be used for other inquiries.

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 prematurely, please ignore the message and report it to [e-mail].