Technical Support Engineer - Dedrone by Axon

Join Axon and be a Force for Good.

At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 fastpaced challenging and meaningful. Here youll 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 2^ndand 3^rdlevel 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 is offering the best level of service to the customers satisfaction. This is a customer focused technical hardware and softwarerelated support position with responsibilities for meeting or exceeding performance and quality goals.

What Youll 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 2^ndand 3^rdlevel support for the Dedrone by Axon Product Family to field engineers and customers
• Research and identify solutions to resolve software and hardware issues
• Diagnosing and troubleshoot technical issues including account setup and network configuration
• Take ownership of customer issues reported and seeing problems through to resolution
• Track internal and external requests and technical issues to resolution within agreed time limits
• Update maintain and monitor our customer systems as a full service
• Ensure all requests and issues are properly logged
• Prioritize and manage several open issues at one time
• Document technical knowledge in form of notes and manuals
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with engineering and development teams to perform root cause analysis
• Take part in Oncall Support and weekend coverage

What You Bring

• Bachelors degree in computer science or a related field or 5 years relevant work experience preferred
• Previous practical work experience in the field of customer support
• Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
• Very good knowledge in networks and Linux
• Strong sense of ownership and urgency
• Ability to work well in a team and enjoy knowledge sharing
• Excellent communication skills with the ability to provide advice to nontechnically aware customers
• Willing and able to travel
• Good knowledge about consumer UAV protocols and standards
• Basic knowledge and understanding of RF technology
• Basic understanding of cloud computing solutions
• Drone pilot license in future
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
• US Citizenship is required with the ability to obtain US Government security clearance

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical Dental Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• 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.

Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a longterm 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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.

Important Notes

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.

Axons mission is to Protect Life and is committed to the wellbeing and safety of its employees as well as Axons 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. Were 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.