greenhouse
Sr Technical Support Engineer I
Axon
Scottsdale, USA
Mid-Senior
Onsite
Discovered 3 weeks ago
Technical supportCustomer serviceComputer networkingCloud solutionsWindows Server administrationSaaS
Free
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Technical supportCustomer serviceComputer networking
Role Overview
Axon is seeking a skilled Senior Technical Support Engineer to support critical and escalated issues for law enforcement customers.
The role focuses on Axon devices, systems, cloud software, customer service, networking, cloud solutions, and Windows server administration.
The position reports to the Manager of Technical Support, Tier 2.
Key Skills for This Role
Technical supportCustomer serviceComputer networkingCloud solutionsWindows Server administrationSaaS
Full Job Posting
Role overview
Axon is seeking a skilled Senior Technical Support Engineer to support critical and escalated issues for law enforcement customers.
The role focuses on Axon devices, systems, cloud software, customer service, networking, cloud solutions, and Windows server administration.
The position reports to the Manager of Technical Support, Tier 2.
Location and travel
- The role is based in Axon’s Scottsdale, Arizona office.
- Travel of up to 10% may be required to customer sites for direct troubleshooting.
What you’ll do
- Work with law enforcement customers to ensure a strong experience with Axon products and services.
- Triage and prioritize agency change and feature requests with Axon teams.
- Provide frontline email and phone support for complex technical issues as needed.
- Research, diagnose, troubleshoot, and resolve Axon device and system issues with customers.
- Follow up with clients to confirm their systems are fully functional after troubleshooting.
- Assist, troubleshoot, and train the tier 1 support team.
- Log customer interactions and provide detailed notes.
- Develop knowledge base articles.
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