Technical Support Engineer II

Axon is hiring a Technical Support Engineer II to provide front line support for cloud software customers, with a focus on law enforcement and public safety use cases. In this onsite role in Scottsdale, AZ, you will troubleshoot and diagnose customer issues, escalate mission-critical problems, and help keep customer systems functioning as expected.

What you’ll do

• Work closely with Law Enforcement customers to support a strong experience with Axon products and services
• Provide front line support to Axon software customers while capturing detailed notes for each interaction
• Partner with customers to determine ticket urgency and identify priority across engineering teams
• Research, troubleshoot, and diagnose issues and requests across a range of products and systems
• Follow up with clients to confirm their systems are fully functional after troubleshooting
• Log and share detailed notes on each customer interaction
• Develop knowledge base articles focused on top issues
• Participate in an on-call rotation for outage escalations
• Provide back-up support to other Axon Support teams and colleagues
• Reports to: Manager, Technical Support

Requirements

• 3+ years of support experience for cloud-based products
• Track record of completing goals and driving initiatives to completion
• Experience working in the Law Enforcement/Public Safety space
• Forward thinking and task driven work style
• Experience solving complex technical problems and leading support-related projects
• Strong communication skills for both technical and non-technical audiences
• Ability to work independently with latitude for action and decision while staying focused on outcomes
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Tech you’ll work with

• JSON schemas
• GitHub
• Python
• VS Code
• Azure Data Studio
• SSMS

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
• Snacks in our offices

Important notes: This job description is not exhaustive and may be updated based on business needs. Some roles may require legal eligibility to work in a firearms environment. Benefits may vary depending on the nature of employment and the work location.