NOC Engineer, Axon 911

About the role

Axon is dedicated to protecting life through its ecosystem of devices and cloud software. As a member of the Axon 911 team, you'll play a crucial role in enhancing emergency response and building a safer, more connected world.

Responsibilities

• Directly resolve complex technical issues and ensure infrastructure stability.
• Enhance service reliability and lead technology teams towards continuous improvement.
• Recruit, train, and develop the NOC Engineers Team.
• Drive team performance metrics including issue resolution quality, customer satisfaction, and operational efficiency.
• Handle escalations and manage multi-level support coordination.
• Define, implement, and enforce essential policies such as configuration and change management.
• Facilitate cross-departmental meetings and promote a customer-first ethos.

Requirements

• Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment.
• Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager.
• Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues.
• Strong interpersonal skills and ability to build relationships across departments and with partners.
• Experience in advanced cloud services, VoIP, SQL databases, and scripting languages.
• Experience with cross-platform integrations.
• Background in user testing/QA flows.
• Customer Success Strategies.

Qualifications

• Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
• Flexible working hours to accommodate off-hours activities, project deadlines, and team collaboration needs.

Skills

• Advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment.
• Proficiency in monitoring technologies and advanced troubleshooting in a Production environment.
• Design and implementation of advanced monitoring systems for early detection and resolution of service issues.
• Experience in advanced cloud services, VoIP, SQL databases, and scripting languages.
• Experience with cross-platform integrations.
• Experience in user testing/QA flows.
• Customer Success Strategies.

Benefits

• 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.
• Employee Resource Groups (ERGs).
• Snacks in the office.

Pay

$80,000 USD - $90,000 USD

Schedule

4-5 days a week, overnight hours between 9:00 PM ET to 8:00 AM ET.