Technical Support Engineer, Axon 911

About Axon 911

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

Your Impact

• Support customers and internal teams using the Axon 911 platform
• Ensure reliability, performance, and operational excellence across the rapidly growing environment
• Take ownership of technical issues, resolve problems efficiently, and ensure customer satisfaction
• Collaborate with development, QA, Product, and customer success teams to address technical issues and provide timely support
• Contribute to the growth and scalability of the support organization by improving monitoring capabilities, support processes, and CRM workflows

What You’ll Do

Cross-Team Collaboration

• Work closely with development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization
• Proactively engage with stakeholders to address technical issues and provide timely support

Ownership

• 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

Proactive Approach

• 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

Monitoring Expertise

• Leverage 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

Escalation Workflow

• 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

Knowledge Base Expertise

• 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

What You Bring

• 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
• Experience analyzing SIP signaling, interpreting call flows, and troubleshooting 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
• Thriving in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes

Work Location

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

Benefits that Benefit You

• 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

Base Pay Range

$79,470 - $105,960 USD

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

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Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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