Technical Support Engineer I
Technical Support Engineer I
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1 Vacancy
Job Description
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
AXON is seeking a highenergy experienced 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 selfstarter who excels in a highpaced evangelistic startup environment focusing on law enforcement and thrives on resolving technical issues.
What Youll Do
Location: US based Axon hub sites (Atlanta Boston Denver San Francisco Scottsdale or Seattle metro areas)
Reports to: 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 everevolving environment
- Report bugs and trends to the necessary Axon teams
- Participate in an oncall 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 30% travel as needed to customer sites for direct troubleshooting
What You Bring
- Bachelors 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
- Minimum of 3 years of experience with SSO identity providers
- Entry level routing and switching experience
- Network and telecommunicationspecific professional certifications such as but not limited to: CCNA CompTIA Network etc.
- Operational knowledge of virtualization and virtual machines
- Operational knowledge of computer/server hardware operating systems and storage devices
- Operational knowledge of redundant storage solutions such as RAID
- Experience using Secure Shell (SSH)
- Experience using Splunk JIRA and/or Salesforce
- Welldeveloped 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
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.
Employment Type
Full Time
