Technical Support Engineer I

Join Axon and be a Force for Good. 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 each other. 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. Your Impact AXON is seeking a high-energy, 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 self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues. What You'll 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 ever-evolving environment Report bugs and trends to the necessary Axon teams Participate in an on-call 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 Bachelor's 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 telecommunication-specific 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 Well-developed 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

Axon is 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 each other.