Technical Support Engineer II
Front-line and escalated technical support for Axon's cloud software used by law enforcement: troubleshooting customer issues, logging interactions, writing knowledge base articles, and joining an on-call rotation. Tooling includes Python, JSON schemas, GitHub, VS Code, Azure Data Studio, and SSMS.
- Compensation
- Not disclosed
- Location
- Arizona, USA
- Work setup
- Not specified
- Seniority
- Middle
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 3+ years of support experience for cloud-based products
- Track record of completing goals and driving initiatives to completion
- Experience working within the Law Enforcement/Public Safety space
- Forward thinking and task driven
- Experience solving complex technical problems and leading support related projects
- Strong communication skills with technical and non-technical customers/colleagues
- Experience with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS
- Ability to work independently with substantial latitude for action and decision
- Must pass a CJIS background check and handle highly sensitive information
Full description
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
If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you.
Axon is seeking a high-energy, experienced Software Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in supporting critical escalated issues and customer requests. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, thriving on resolving software issues, and building strong customer relationships.
**What You’ll Do
Reports to:** Manager, Technical Support
- Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
- Provide front line support to Axon software customers while logging detailed notes on each customer interaction
- Collaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams.
- Research, troubleshoot, diagnose customer issues and requests across all a variety of products and systems.
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Log & provide detailed notes on each customer interaction
- Develop knowledge base articles on top issues
- Participate in an on-call rotation for outage escalations
- Provide back-up support to other Axon Support teams and colleagues
What You Bring
- 3+ years of support experience for cloud-based products
- Track record of completing goals and driving initiatives to completion
- Experience working within the Law Enforcement/Public Safety space
- Forward Thinking and Task Driven
- Experience solving complex technical problems and leading support related projects