Technical Support Engineer II

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 ...

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.

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 liv...

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

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)