Technical Support Engineer, Axon 911

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

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Parental leave for all

Medical, dental, and vision plans

Fitness programs

Mental wellness support

Snacks in offices

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams for the Axon 911 platform. You will troubleshoot issues, maintain reliability, and partner with Engineering to deliver high‑quality customer experiences.

The role emphasizes monitoring, escalation management, and knowledge‑base development within a fast‑paced, hybrid environment. 3–4 days in the office expected.

Qualifications

• 5+ years of experience as a Technical Support Engineer (Tier 2/3) or similar in SaaS, public safety, or mission‑critical environments.
• Strong networking fundamentals (OSI model, TCP/IP, subnetting) and troubleshooting with packet captures (Wireshark).
• VoIP technologies knowledge (SIP, RTP, WebRTC); cloud telephony familiarity with PBX/SBCs.
• Monitoring/Observability experience with Datadog, Grafana or similar.
• Proficiency with cloud platforms (AWS preferred; Azure/GCP also relevant).
• Strong analytical and problem‑solving abilities for complex issues.
• Excellent communication with customers, partners and internal teams; proactive and fast‑paced in a dynamic setting.

Responsibilities

• Collaborate with development, QA, Product and customer success teams to ensure clear communication across the Global Operations org.
• Own technical issues reported by customers and take the lead on resolution and escalations.
• Proactively identify system improvements to enhance efficiency and customer experience.
• Leverage monitoring tools to maintain performance and reliability of Axon 911 platform.
• Manage escalation workflows and timely incident resolution with stakeholders.
• Create technical articles and troubleshooting guides to improve self‑service support.

Skills

Cross‑functional collaboration

Ownership

Analytical thinking

Customer communication

Proactive mindset

Tools

Datadog

Grafana

Wireshark

Job description

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 more than taking a job—it 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 helping ensure 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.

In this role, you will troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalates bugs, and partner closely with Engineering teams to prioritize and communicate fixes. You will play a critical role in delivering a high‑quality customer experience and ensuring the stability and performance of Axon 911 solutions.

You will also contribute to the growth and scalability of the support organization by helping improve monitoring capabilities, support processes, and CRM workflows as the team continues to expand.

What You’ll Do

• Cross‑Team Collaboration: Work closely with our 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 provide 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 technical escalations, providing expert‑level troubleshooting and issue resolution.
• Proactive approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience.
• Monitoring expertise: Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures.
• Escalation workflow: Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high‑priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management.
• 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 to ensure accurate and up‑to‑date information for both internal teams and customers.

What You Bring

• At least 5 years of experience as a Technical Support Engineer (Tier 2/Tier 3) or in a similar role within a SaaS, public safety, or mission‑critical environment, with a demonstrated ability to collaborate cross‑functionally, troubleshoot complex technical issues, and take strong ownership of customer outcomes and operational responsibilities.
• Networking: Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools such as Wireshark or similar packet capture utilities. Experience diagnosing latency, packet loss, and connectivity issues in a cloud‑based SaaS environment.
• VoIP & Unified Communications: In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487). Familiarity with PBX systems, SBCs, and cloud‑based telephony solutions.
• Monitoring & Observability: Hands‑on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers.
• Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform.
• Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset.
• Strong analytical capabilities and problem‑solving aptitude, enabling effective troubleshooting of complex technical issues.
• Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime.
• Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur.
• Thrive in a fast‑paced and agile environment, adapting to changing requirements and delivering 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 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and vision plans
• Fitness programs
• Emotional & mental wellness support
• Snacks in our offices

Base Pay Range

$79,470 – $105,960 USD

We do not require all qualifications to be met and encourage you to apply. If your experience does not align perfectly with every qualification listed, you may still be a strong candidate for this or other roles.

Equal‑Employment‑Opportunity Statement

Axon is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status or other protected characteristics. We are committed to hiring a diverse workforce and fostering an inclusive environment.