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.

Responsibilities

• Work closely with development, QA, product, and customer success teams to ensure effective communication and collaboration.
• Troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalate bugs.
• Partner closely with engineering teams to prioritize and communicate fixes.
• Play a critical role in delivering a high-quality customer experience and ensuring the stability and performance of Axon 911 solutions.
• Contribute to the growth and scalability of the support organization by helping improve monitoring capabilities, support processes, and CRM workflows.

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.
• In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC.
• Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools.
• 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.

Qualifications

• 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.
• Proactive approach and ability to anticipate and prevent potential technical challenges before they occur.
• Adaptability to a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes.

Skills

• Networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues.
• VoIP technologies, including SIP, RTP, and WebRTC.
• Monitoring and observability, using platforms like Datadog, Grafana, or similar tools.
• Cloud computing platforms, particularly AWS or similar platforms like Azure or Google Cloud Platform.
• Data tools and the ability to derive valuable insights from system metrics and logs.

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.
• Snacks in the office.

Pay

Competitive salary and benefits package.

Schedule

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