Technical Support Engineer (Fusus)

Axon; Atlanta (GA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is on a mission to enhance safety and justice through innovative technology. They are seeking a dynamic Technical Support Engineer who thrives in a fast-paced environment. In this role, you will engage with Law Enforcement agencies, ensuring they receive exceptional support for their technical needs. You'll become an expert in the Fusus solution, collaborating with various teams to drive improvements and resolve escalated issues. If you're passionate about technology and making a difference, this is your chance to join a team that values your contributions and fosters your growth.

Benefits

Competitive Salary

401k with Employer Match

Discretionary Paid Time Off

Paid Parental Leave

Medical, Dental, Vision Plans

Fitness Programs

Wellness Support

Learning & Development

Snacks in Offices

Qualifications

• 2+ years of technical support experience in a fast-paced environment.
• Strong knowledge of Linux, networking, and cloud solutions.

Responsibilities

• Provide frontline support to Law Enforcement customers for technical issues.
• Collaborate with teams to prioritize agency change requests.

Skills

Customer Service

Computer Networking

Cloud Solutions

Linux Systems Administration

Technical Support

Routing and Switching

SaaS Experience

Interpersonal Skills

Education

Bachelor’s Degree in IT

Certifications (CCNA, CompTIA Network+)

Tools

Splunk

JIRA

Salesforce

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

Axon is seeking a high-energy, skilled Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, and Linux systems administration. This individual will support critical and escalated issues, thriving in a high-paced startup environment focused on law enforcement. The role involves resolving technical issues effectively.

What You’ll Do

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon’s Fusus products & services.
• Become an expert on the Fusus solution, available apps, APIs, and roadmap.
• Collaborate with Axon teams to triage and prioritize agency change and feature requests.
• Lead Solution Audits for prospects, including network analysis, device discovery, and documentation.
• Provide frontline email & phone support to customers for complex technical issues.
• Research, diagnose, troubleshoot, and resolve device and system issues via phone & email.
• Follow up to ensure systems are fully functional after troubleshooting.
• Assist Tier 1 support team with questions, troubleshooting, and training.
• Log detailed notes on customer interactions.
• Develop knowledge base articles.
• Solve problems in an evolving environment.
• Report bugs and trends to relevant teams.
• Participate in on-call rotations for outages or escalations.
• Prioritize issues based on urgency for clients.
• Proactively improve technical skills and knowledge.

What You Bring

• Bachelor’s degree in IT, Computer Information Systems, or equivalent experience/certifications.
• Curiosity, humility, accountability, positive attitude.
• Certifications like CCNA, CompTIA Network+ preferred.
• At least 2 years experience with routing and switching.
• At least 2 years technical support experience.
• At least 1 year SaaS experience.
• Knowledge of virtualization, Linux, hardware, RAID, SSH, Splunk, JIRA, Salesforce, security camera systems.
• Strong interpersonal skills and ability to work independently and collaboratively.
• Ability to communicate technical info effectively to clients with varying IT knowledge.
• Must pass CJIS background check and maintain 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, wellness support, learning & development.
• Snacks in offices.

Benefits may vary by employment type and location.

Don’t meet every requirement? That’s okay. We aim high and value diversity. If you’re excited about this role and our mission, apply — you might be just the right fit.

Important Notes

This job description is not exhaustive and may change. Some roles may require legal eligibility to work in a firearms environment. Axon is committed to safety, environmental responsibility, and diversity. If you need accommodations during the application process, email [e-mail].