Priority Support Engineer I

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 fast-paced 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

As a Priority Support Engineer youre not just resolving technical issues youre a trusted advisor and escalation authority for Axons most critical customers. Youll have the autonomy to assess complex high-impact cases make real-time decisions to stabilize customer operations and drive cross-functional efforts that shape how Axon delivers world-class support.

Youll act as the bridge between frontline support higher support tiers engineering and product teams using your technical acumen and customer insight to influence product improvements operational workflows and service-level strategies. Your independent judgment and ownership mindset will directly impact customer trust product adoption and Axons brand reputation in the field.

This role offers high ownership and autonomy. Engineers are trusted to make informed decisions in complex ambiguous situations prioritize high-value work and serve as technical SMEs for Axons most strategic customers. Candidates must be sharp adaptable and unstoppable: capable of navigating high-pressure environments with confidence and clarity.

What Youll Do

Location: Candidates must be located in the following locations: Scottsdale AZ
Reports to: Manager Technical Support

• Case Ownership: Full lifecycle ownership of support cases for designated high-priority customers including triage prioritization resolution and follow-up.
• Independent Judgment: Empowered to make real-time decisions regarding escalation paths interim solution and technical approaches based on severity and customer impact.
• Defined Goal Execution: Operate with broad autonomy once objectives are defined (e.g. resolution efficiency escalation reduction) with latitude in selecting methods and tools to meet outcomes.
• Subject Matter Expertise: Act as a technical SME across specific product domains; contribute to Tier 1 enablement documentation and internal training as needed.
• Process Adaptability: Authorized to adapt standard procedures when warranted by situational demands provided decisions align with core support and customer service objectives.
• Ambiguity Management: Expected to take initiative in undefined or novel scenarios identifying risks and acting proactively with minimal or no direction.
• This role assumes a high degree of trust and requires consistency in decision-making accountability for outcomes and alignment with team-wide quality and communication standards.

What You Bring

• 2 years technical support experience in complex software hardware or cloud-based environments
• Proven ability to exercise independent judgment and make time-sensitive decisions in ambiguous high-stakes situations
• Deep technical aptitude in Windows environments networking mobile ecosystems and cloud applications
• Exceptional communication and interpersonal skills with ability to adapt language and approach for audiences ranging from IT admins to command staff
• Demonstrated ownership mindset (#OWNIT): proactive accountable and results-oriented
• Strong problem-solving ability with a data-driven approach to identifying patterns and preventing recurrence
• Proven ability to work autonomously while effectively influencing across teams and functions

Preferred Qualifications

• Bachelors Degree
• Experience in Axon applications (Salesforce MS Dynamics JIRA InContact and Vonage)
• 2 years in networking or telecommunications ideally within public safety or government sectors
• Relevant technical certifications (Network CCNA MCSA etc)
• System Administration or Cloud Infrastructure certifications

Dont meet every single requirement Thats 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 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.

We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.

Axons mission is to Protect Life and is committed to the well-being 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.

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