Technical Support Engineer I

Axon; Scottsdale (AZ); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Axon in Scottsdale is seeking a high-energy Support Engineer to join our hybrid team supporting law enforcement customers with our SaaS and hardware ecosystem. You will diagnose complex issues, provide frontline support, and collaborate across teams.

The role requires a IT or related degree, 3+ years in technical support and SaaS, familiarity with iOS/Android app ecosystems, and CJIS background clearance. Travel up to 5% is possible.

Qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience.
• Minimum of 3 years of Technical Support experience.
• Minimum of 3 years of SaaS experience.
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and debugging tools.
• CJIS background check required.

Responsibilities

• Work with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Triage and prioritize agency change and feature requests.
• Provide frontline email & phone support to customers for complex technical issues.
• Research, diagnose, troubleshoot Axon device and system issues directly with customers via phone & email.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Assist the tier 1 support team by answering questions and aiding in troubleshooting.
• Log & provide detailed notes on each customer interaction.
• Develop knowledge base articles.
• Participate in an on-call rotation for outages or other critical escalations.
• Up to 5% travel, as needed.

Skills

SaaS experience

Technical support

Networking basics

SSH usage

Mobile apps (iOS/Android)

Troubleshooting

CJIS background check

Education

Bachelor's degree in IT/CS

Tools

Splunk

JIRA

Salesforce

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.

Your Impact

AXON is seeking a high-energy, skilled Support Engineer with expertise in customer service, computer networking, cloud solutions, & Windows server administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a proactive individual who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.

What You’ll Do:

Location: Hybrid (4-days/week out of our Scottsdale HQ)
Reports to: Senior Manager of Technical Support, Tier 2

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Join Forces with Axon Teams to triage and prioritize agency change and feature requests
• As needed, provide frontline email & phone support to customers for complex technical issues augment/cover for the Technical Support Representative team
• Research, diagnose, troubleshoot, and identify solutions to address Axon device and system issues directly with customers via phone & email
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training
• Log & provide detailed notes on each customer interaction
• Develop knowledge base articles
• Solve problems proficiently in an ever-evolving environment
• Report bugs and trends to the necessary Axon teams
• Participate in an on-call rotation for outages or other critical escalations as needed
• Establish the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
• Proactively improve knowledge and develop analytical and technical skills
• Up to 5% travel, as needed

What You Bring

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
• Minimum of 3 years of Technical Support experience
• Minimum of 3 years of SaaS experience
• Familiarity with mobile app ecosystems (iOS and Android), app distribution, and common debugging tools (e.g., Xcode, Android Studio).
• Operational knowledge of computer/server hardware, operating systems, and storage devices
• Network and telecommunication certifications (e.g., CCNA, CompTIA Network+) are a plus
• Experience using Secure Shell (SSH)
• Experience using Splunk, JIRA, and/or Salesforce
• Well-developed interpersonal skills and the ability to work with multiple teams to achieve common objectives
• Ability to work autonomously with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

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 (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.