Technical Support Engineer - Dedrone by Axon

Out in Science, Technology, Engineering, and Mathematics; Sterling (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company dedicated to enhancing safety and justice through innovative technology. As a Technical Support Engineer, you'll play a crucial role in providing top-tier support for cutting-edge Airspace Security Solutions. Your expertise in troubleshooting and customer service will help ensure client satisfaction while you work in a collaborative environment that values growth and development. With opportunities to innovate and make a meaningful impact, this role is perfect for those who thrive in dynamic settings and are passionate about technology. Embrace the chance to contribute to a mission that truly matters.

Benefits

Competitive Salary

401k with Employer Match

Discretionary Paid Time Off

Paid Parental Leave

Medical, Dental, Vision Plans

Fitness Programs

Mental Wellness Support

Learning & Development Programs

Snacks in Offices

Qualifications

• Bachelor’s degree in computer science or 5+ years relevant experience.
• Strong knowledge of networks and Linux with excellent troubleshooting skills.

Responsibilities

• Provide 2nd and 3rd level support for Dedrone by Axon products.
• Diagnose and troubleshoot technical issues including network configuration.
• Document technical knowledge and ensure proper escalation of issues.

Skills

Troubleshooting Skills

Network Knowledge

Linux

Communication Skills

Customer Support Experience

Education

Bachelor’s Degree in Computer Science

5+ Years Relevant Work Experience

Tools

Cloud Computing Solutions

RF Technology

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 offers the best level of service to customer satisfaction. This is a customer-focused, technical support position involving hardware and software, 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.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Take ownership of customer issues reported and see problems through to resolution.
• Track internal and external requests and technical issues to resolution within agreed time limits.
• Update, maintain, and monitor customer systems as a full service.
• Ensure all requests and issues are properly logged.
• Prioritize and manage multiple open issues simultaneously.
• Document technical knowledge in notes and manuals.
• Follow standard procedures for proper escalation of unresolved issues to internal teams.
• Work with engineering and development teams to perform root cause analysis.
• Participate 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.
• Practical experience in customer support.
• Excellent troubleshooting skills at all levels.
• Strong knowledge of networks and Linux.
• Sense of ownership and urgency.
• Ability to work well in a team and share knowledge.
• Excellent communication skills for advising non-technical customers.
• Willingness and ability to travel.
• Knowledge of consumer UAV protocols and standards.
• Basic knowledge of RF technology.
• Basic understanding of cloud computing solutions.
• Future drone pilot license (preferred).
• Must pass CJIS background check and handle sensitive information.
• US Citizenship with ability to obtain US security clearance.

Benefits that Benefit You

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave.
• Medical, Dental, Vision plans.
• Fitness programs.
• Mental wellness support.
• Learning & Development programs.
• Snacks in offices.

Benefits may vary by employment nature and location.

Don’t meet every requirement? That’s okay. We Aim Far, think big, and want to reinvent the world to be safer and better. We value diversity and encourage applicants from all backgrounds to apply, even if they don’t check every box.

Important Notes

This job description is not exhaustive and may change based on business needs. Some roles may require legal eligibility to work in a firearms environment. Axon is committed to safety, environmental health, and diversity. For accommodations, email [e-mail]. We are an equal opportunity employer.