Technical Support Engineer, Axon 911

SHPE Houston; Seattle, Northern (WA, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Discretionary PTO

Parental leave

Medical, dental, vision

Job summary

Axon is seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams on the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our growing environment. As a member of Global Operations, you will troubleshoot and resolve technical issues, document bugs, and partner with Engineering to prioritise fixes.

You will help expand monitoring capabilities and CRM workflows as the team scales, delivering a high-quality customer

Qualifications

• 5+ years of experience in a technical support role within SaaS/public safety/mission-critical environments.
• Strong networking knowledge: OSI, TCP/IP, subnetting; troubleshooting in cloud SaaS.
• VoIP technologies knowledge: SIP, RTP, WebRTC; PBX/SBC familiarity.
• Monitoring tools experience including Datadog or similar; cloud observability.
• Cloud proficiency with AWS or equivalents (Azure/GCP).
• Data tools familiarity to derive insights from metrics/logs (optional).
• Strong analytical and problem-solving abilities; clear communication.
• Proactive, with ability to anticipate and prevent issues in fast-paced environments.
• Experience working in Agile teams and customer-focused culture.

Responsibilities

• Collaborate with development, QA, product, and customer success teams to resolve issues and communicate status.
• Own technical issues reported by customers and act as primary escalation point.
• Proactively identify system improvements and implement solutions to enhance efficiency.
• Monitor platform performance with Datadog/Grafana; address performance and reliability issues.
• Follow escalation workflows to minimize downtime and communicate resolutions.
• Create and maintain technical knowledge base articles, troubleshooting guides, and FAQs.

Skills

5+ years experience

Networking basics

VoIP & UC

Monitoring/Observability

Cloud (AWS)

Data tools knowledge

Analytical skills

Communication

Proactive mindset

Agile

Tools

Datadog

Grafana

Wireshark

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.

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 elevate 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.

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 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 like 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 role requires working onsite from our regional hub Tuesday through Friday, with the option to work remotely on Mondays.

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