Technical Support Engineer II Arizona, USA Arizona, USA

Axon Enterprise; Arizona; On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Discretionary PTO

Paid parental leave

Fitness programs

Emotional & mental wellness support

Snacks in offices

Job summary

Axon Enterprise is seeking a high-energy Software Support Engineer to help customers using Axon cloud solutions. You will troubleshoot, triage, and resolve escalated issues, collaborating with engineering while maintaining strong customer relationships.

This role requires CJIS background clearance and a proactive, independent work style. You will work with law enforcement and public safety customers, provide frontline support with thorough documentation, and participate in on-call rotations to

Qualifications

• 3+ years of support experience for cloud-based products.
• Experience in Law Enforcement/Public Safety space.
• Strong communication skills with technical and non-technical customers.
• Experience solving complex technical problems and leading support projects.
• Ability to work independently with initiative.
• Must pass a CJIS background check and maintain confidentiality.

Responsibilities

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
• Provide front line support to Axon software customers while logging detailed notes on each interaction.
• Collaborate with customers to determine urgency and priority across engineering teams.
• Research, troubleshoot, diagnose issues across products and systems.
• Follow up to ensure systems are fully functional after troubleshooting.
• Log & provide detailed notes on each interaction; develop KB articles on top issues.
• Participate in an on-call rotation for outage escalations.
• Provide back-up support to other Axon Support teams.

Skills

Cloud support

Customer comunication

CJIS background

Problem solving

Independent worker

Education

Tools

JSON schemas

GitHub

VS Code

Azure Data Studio

SSMS

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

If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you.
Axon is seeking a high-energy, experienced Software Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in supporting critical escalated issues and customer requests. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, thriving on resolving software issues, and building strong customer relationships.

What You’ll Do
Reports to: Manager, Technical Support

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
• Provide front line support to Axon software customers while logging detailed notes on each customer interaction
• Collaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams.
• Research, troubleshoot, diagnose customer issues and requests across all a variety of products and systems.
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Log & provide detailed notes on each customer interaction
• Develop knowledge base articles on top issues
• Participate in an on-call rotation for outage escalations
• Provide back-up support to other Axon Support teams and colleagues

What You Bring

• 3+ years of support experience for cloud-based products
• Track record of completing goals and driving initiatives to completion
• Experience working within the Law Enforcement/Public Safety space
• Forward Thinking and Task Driven
• Experience solving complex technical problems and leading support related projects
• Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues.
• Experience working with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS.
• Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

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.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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.