Technical Support Engineer, Axon 911

About the role

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while ensuring reliability, performance, and operational excellence across our rapidly growing environment.

Responsibilities

• Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization.
• Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction.
• Act as the primary point of contact for technical escalations, providing expert-level troubleshooting and issue resolution.
• Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience.
• Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures.
• Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high-priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management.
• Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self-service support. Continuously update the knowledge base with new solutions and best practices to ensure accurate and up-to-date information for both internal teams and customers.

Requirements

• At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment.
• Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities.
• In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487).
• Familiarity with PBX systems, SBCs, and cloud-based telephony solutions.
• Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers.
• Strong proficiency in cloud computing platforms, particularly AWS or similar platforms like Azure or Google Cloud Platform.
• Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset.
• Strong analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues.
• Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime.
• Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur.
• Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes.

Qualifications

• Networking: Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities.
• VoIP & Unified Communications: In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487).
• Miscellaneous: Familiarity with PBX systems, SBCs, and cloud-based telephony solutions.
• Monitoring & Observability: Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers.
• Cloud Computing: Strong proficiency in cloud computing platforms, particularly AWS or similar platforms like Azure or Google Cloud Platform.
• Data Tools: Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset.

Skills

• Technical Support: Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities.
• VoIP & Unified Communications: In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487).
• Miscellaneous: Familiarity with PBX systems, SBCs, and cloud-based telephony solutions.
• Monitoring & Observability: Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers.
• Cloud Computing: Strong proficiency in cloud computing platforms, particularly AWS or similar platforms like Azure or Google Cloud Platform.
• Data Tools: Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset.

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Pay

Base Pay Range: $79,470 USD - $105,960 USD

Schedule

This is a hybrid role, with an expectation of three to four days per week in office.