Multi Tier Support

Multi Tier Support Engineer Jobs

10 jobs found

13d ago

Product Support Engineer II – Technical Support and Enablement

Ingersoll Rand Hampton, NJ

Hampton, NJ

13d ago

$65k - $85k/yr Full time Customer Support End User Support Microsoft 365

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Job Description

Join a team that turns real field lessons into practical support, training, and product readiness. This onsite Product Support Engineer II role supports power tools and lifting products by owning complex customer inquiries end-to-end, validating serviceability, and helping improve how knowledge is delivered across support channels. You will also contribute to launch readiness and continuous improvement by identifying trends across cases and warranty activity and translating them into durable content and actionable insights.

What you’ll do

Own technical inquiries and escalations through phone, email, chat, remote-assist, and case-management systems.
Diagnose issues spanning mechanical, electrical, electromechanical, pneumatic, cordless, connected products, controls, software, and communications using structured troubleshooting and available test tools.
Provide guidance on product selection, applications, installation, configuration, maintenance, repair, conversion, and competitive cross-over.
Coordinate next steps when repair, replacement, return, warranty, field service, or engineering escalation is required, including proactive customer updates and clear ownership.
Reproduce problems when necessary, document evidence, isolate likely causes, and deliver complete technical handoffs to other teams.
Create and maintain customer-facing and internal knowledge, including articles, FAQs, troubleshooting guides, service procedures, technical bulletins, quick-reference job aids, and reusable response templates.
Convert recurring cases and field observations into knowledge and training content to reduce repeat contacts and improve first-contact resolution.
Write clearly in plain language while maintaining technical accuracy, safety requirements, revision control, and appropriate review and approval.
Help govern product knowledge in the Help Center and related repositories by identifying obsolete, duplicate, missing, or hard-to-find content.
Use approved AI and digital tools to speed up research, drafting, case summarization, and content maintenance while validating technical accuracy.
Support training efforts by authoring technical material and serving as subject-matter expertise for sales, customer support, distributors, and service technicians.
Develop training outlines, demonstrations, lab exercises, knowledge checks, and job aids for conversion into polished learning experiences.
Deliver or co-deliver live, virtual, recorded, and hands-on training when product expertise is needed, including preparing products, tooling, test equipment, configurations, and troubleshooting scenarios.
Capture learner questions and feedback, then update supporting knowledge and training content.
Participate early in new-product and product-change work to evaluate serviceability, diagnostic needs, parts and warranty implications, and required knowledge or training.
Validate manuals, service information, troubleshooting guidance, release notes, and support content before or immediately following launch.
Identify trends across cases, warranty activity, training feedback, and field observations, and communicate insights to Product Management, Engineering, Quality, and Warranty.
Initiate or support CAPA and other formal quality escalations when cross-functional investigation is required.
Contribute to support analytics, backlog reduction, process improvement, and automation efforts to improve scalability.

What you’ll bring

Bachelor’s degree in engineering, engineering technology, mechatronics, automation, industrial technology, or a related discipline, or equivalent relevant technical experience.
1+ years of experience in product support, field service, applications engineering, manufacturing engineering, technical training, controls, automation, or a related customer-facing technical role.
Would consider new graduates with a strong Engineering foundation through applicable internships, co-ops, or capstone projects.
Ability to troubleshoot complex mechanical and electromechanical systems and to learn software-connected or networked products.
Ability to explain complex technical concepts clearly in writing, conversation, demonstrations, and structured learning materials.
Experience documenting technical problems, resolutions, procedures, or customer guidance in case, knowledge, quality, or document-management systems.
Ability to manage multiple issues and projects, set expectations, follow through on commitments, and communicate risks early.
Comfort working hands-on with products, tools, test equipment, returned material, and training equipment.
Proficiency with Microsoft 365 and willingness to learn support, knowledge, learning, warranty, quality, and analytics platforms used by the business.

Tools you’ll work with

Microsoft 365, Power BI, Excel, Zendesk, LMS platforms, remote-support tools, AI

Compensation and benefits

Salary: USD 65,000 - 85,000 per year
Health care options including medical and prescription plans
Dental and vision coverage
Wellness programs
Life insurance
401(k) plan
Paid time off
Employee stock grant

Location and travel

Hampton, NJ (onsite)
Travel up to 15%, primarily for customer or distributor support, application assessment, launch support, and training.
Onsite based with some hybrid flexibility, including regular on-site work for products, labs, content capture, and training.

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13d ago

Technical Support Engineer (L2)

Lyra Technology Group New York, NY

New York, NY

13d ago

$85k - $95k/yr Full time Active Directory End User Support Help Desk

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Job Description

Altourage, a managed service provider within Lyra Technology Group, is seeking a Support Engineer (Tier 2/L2) to act as the escalation point for complex service desk tickets. In this hybrid role based in New York, NY, you will troubleshoot and resolve advanced incidents using Altourage’s Vega AI tooling, while owning documentation and the technology stack for a core group of clients.

Role Scope

You will serve as the escalation-responsible engineer for complicated issues from the Service Desk team. The role includes owning resolution end-to-end, reviewing AI investigation outputs prior to action, and managing workflow so responses align with contractual service level agreements (SLAs). You will also serve as a preferred technical touch point for select client needs and consultations.

Responsibilities

Support clients by ensuring tickets are handled according to Altourage best practices.
Action and own resolution of escalated tickets from the Service Desk team.
Review investigation reports and diagnostics surfaced by Vega before initiating work on a ticket.
Manage and execute agents for ticket resolution when Vega identifies resolutions that can be handled agentically.
Use discretion to manage calendar and workload to meet contractual SLA requirements.
Notify the Support Desk Queue Manager and SM when at capacity so SLA commitments can be maintained.
Track time accurately, document assigned tickets, and update internal documentation using best practices.
Prioritize and escalate tickets, client care situations, and potential sales opportunities in a timely manner.
Abide by Altourage security and confidentiality requirements.
Maintain strong client and team communication so ticket progress is clear and clients are kept informed.
Provide preferred touch point coverage for incoming requests and consultations for certain clients.
Maintain the technical and client-specific knowledge needed to deliver high-quality customer service to preferred clients.
Mentor, coach, and train Service Desk Support Associates on escalated tickets.
Coordinate with primary client-supporting Support Associates to ensure knowledge continuity for those clients.
Communicate expertise in both technology and business processes to support client outcomes.
Prepare for and execute on-site appointments with professionalism that supports Altourage’s mission.
Identify and hand off important client scope changes unrelated to original appointment deliverables to remote support in a way that prevents client care situations.
Leverage Vega AI tooling to troubleshoot and resolve complex root-cause issues.
Identify and surface opportunities for improvement and iteration in the Vega AI platform.
Read, learn, and master relevant best practice documentation, including ticket management, AI technology, security standards, and time tracking.
Coordinate with Technical Engineering, Security, and Technology teams to configure, install, and maintain client front- and back-end infrastructure (servers, networks, cloud systems, security systems, and workstations).
Audit and create client documentation and analyze ticket trends to determine needed technology assistance and consultations for preferred clients.

Required Qualifications

3+ years of IT support experience, including escalation-level (Tier 2/Tier 3) troubleshooting, ideally in a managed services environment.
Bachelor’s degree in computer science, information technology, or related field desired, or equivalent experience.
Strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, and Active Directory.
Thorough understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, and wireless.
Experience supporting Windows and macOS workstations, mobile devices, and common business applications.
Familiarity with cloud platforms, backup solutions, and endpoint security tools.
Experience with PSA, RMM, and documentation platforms used in managed services environments.
Proven ability to own complex issues from diagnosis through resolution and mentor junior team members.
Strong organizational and time management skills, including managing calendar and workload against SLA commitments.
Excellent customer service skills and strong written and verbal communication, including the ability to explain technical details to non-technical audiences.
Ability to travel to client sites for on-site appointments.

Technology Stack

Vega (Altourage’s AI platform)
Microsoft 365
Entra ID (Azure AD)
Intune
Windows Server
Active Directory
Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, wireless
Windows, macOS
PSA, RMM
PowerShell (noted as nice to have)
Cloud systems
Endpoint security tools, backup solutions

Location and Compensation

This role is based in New York, NY and operates on a hybrid schedule, with office presence three days per week. Base compensation range is USD 85,000–95,000 per year.

Education

Bachelor’s degree in computer science, information technology, or a related field (desired) or equivalent experience.

Additional Notes

Nice to have: working knowledge of a scripting language (example provided: PowerShell) and experience supporting financial services, legal, or nonprofit clients.
Recommended certifications: CompTIA A+, Network+, or Security+, and Microsoft MD-102, MS-102, or AZ-104.

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19d ago

L2/L3 Network Technical Support Engineer – Broadband

Inabia Software & Consulting Inc. Redmond, WA

Redmond, WA

19d ago

$70 - $75/hr Contract Access Network Isp Service Assurance Layer 2 Networking

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Job Description

The L2/L3 Network Technical Support Engineer for Broadband provides post-launch technical support for a broadband service provider’s network and services. This contract role focuses on diagnosing and resolving complex production incidents across broadband access, IP, transport, and service layers, coordinating with internal teams and vendors to improve stability.

Responsibilities

Deliver L2/L3 technical support for production broadband network issues following service launch.
Troubleshoot complex incidents affecting customer connectivity, service degradation, packet loss, latency, routing, reachability, and overall network performance.
Assess symptoms across the network stack to determine whether issues originate in access, aggregation, transport, IP, routing, service, or customer-premises environments.
Perform fault isolation to pinpoint the specific contributing network element, interface, route, configuration, protocol, or service component.
Troubleshoot Layer 2 technologies including VLANs, QinQ, Ethernet, ARP, MAC learning, STP, and related access and aggregation technologies.
Troubleshoot Layer 3 technologies including IPv4/IPv6, BGP, OSPF/IS-IS, routing policies, VRFs, DHCP, DNS, NAT, and IP connectivity.
Review packet captures, network logs, alarms, counters, routing tables, interface statistics, and telemetry to identify root causes.
Conduct hands-on troubleshooting using CLI and network management or monitoring tools.
Validate suspected issues by testing network paths, interfaces, routes, configurations, and service dependencies.
Support troubleshooting of broadband subscriber connectivity and service issues, including DHCP and IP assignment, authentication, routing, DNS, CGNAT, and Internet reachability as applicable.
Correlate customer-impacting symptoms with network-level events and infrastructure faults.
Own or contribute to resolution of complex L2/L3 production incidents and drive incidents toward resolution rather than only escalating.
Partner with NOC teams to investigate incidents that cannot be resolved through standard operational procedures.
Select the correct escalation path and engage network engineering, architecture, vendor, or other technical teams when needed.
Perform root-cause analysis for recurring or high-impact network problems.
Develop and document troubleshooting procedures, known-error articles, and operational runbooks.
Identify opportunities to improve network monitoring, alarms, automation, and operational processes based on recurring issues.
Support post-incident reviews and provide technical recommendations to prevent recurrence.
Collaborate with network engineering on complex production issues and configuration changes.
Validate network changes and troubleshoot issues following software upgrades, configuration changes, migrations, or new service launches.
Support troubleshooting across routers, switches, broadband access equipment, aggregation devices, and IP infrastructure.
Work with equipment and technology vendors to investigate hardware, software, protocol, and interoperability issues.
Provide technical input into network design improvements based on production support experience.
Participate in planned maintenance and change activities when required.
Support troubleshooting during critical incidents and service-impacting events.

Requirements

Strong hands-on experience troubleshooting Layer 2 and Layer 3 networks in a production environment.
Strong understanding of TCP/IP, Ethernet, VLANs, ARP, DHCP, DNS, IPv4/IPv6, routing, and IP connectivity.
Experience troubleshooting routing protocols including BGP and OSPF/IS-IS.
Experience with VRFs, routing policies, NAT/CGNAT, QoS, and IP service delivery.
Ability to use network device CLI to investigate configuration and operational state.
Strong understanding of packet flows and the ability to trace issues hop-by-hop through the network.
Experience using packet capture and analysis tools such as Wireshark and tcpdump.
Experience interpreting network monitoring data, logs, alarms, interface counters, routing tables, and telemetry.
Ability to distinguish between customer/device issues, access-network issues, transport issues, IP/routing issues, and application/service issues.
Strong analytical and problem-solving skills, with the ability to move from symptoms to root cause.

Technologies

CLI, Wireshark, tcpdump, Python, Ansible
TCP/IP, Ethernet, VLANs, QinQ, ARP, MAC learning, STP
IPv4, IPv6, BGP, OSPF/IS-IS, VRFs
DHCP, DNS, NAT, CGNAT, QoS
GPON/XGS-PON, OLT/ONT, BNG/BRAS, RADIUS/AAA
MPLS/Segment Routing, MPLS, Segment Routing
Network monitoring and service assurance platforms

Broadband Experience

Experience in a broadband service provider environment is strongly preferred.
Preferred exposure includes Fiber/FTTH broadband, PON technologies such as GPON/XGS-PON, OLT/ONT, broadband access and aggregation networks, BNG/BRAS, DHCP and IP address management, RADIUS/AAA, CGNAT, broadband subscriber management, VLAN/QinQ, MPLS/Segment Routing where applicable, IPv6 and dual-stack broadband, DNS, and network monitoring or service assurance platforms.

Desired Experience

5+ years of experience in network engineering, network operations, or technical support.
Experience supporting large-scale production IP and broadband networks.
Experience working in a 24x7 operational environment and supporting critical incidents.
Experience troubleshooting multi-vendor network environments.
Experience with network automation or scripting using Python, Ansible, or similar technologies is a plus.
Experience with network telemetry, observability, and service assurance platforms is a plus.
Relevant networking certifications such as CCNA/CCNP, JNCIA/JNCIP, or equivalent practical experience are desirable.

What Success Looks Like

The successful candidate can take an ambiguous production issue, identify affected customers and services, determine where traffic enters the network, establish whether the problem is isolated to access, aggregation, transport, routing, or IP services, and identify which network devices, interfaces, routes, and network behaviors are abnormal to support root-cause determination.

Key Attributes

Troubleshooting mindset with a systematic approach.
Hands-on, technically curious, and able to work from incomplete information.
Comfortable using CLI, packet captures, logs, and monitoring tools.
Persistent in reaching root cause and able to communicate complex technical findings clearly.
Comfortable working under pressure during customer-impacting incidents.
Strong collaboration skills across NOC, engineering, architecture, vendors, and operations.

Location, Type, Pay, and Work Authorization

Location: Redmond, WA (onsite, 5 days per week)
Type: W-2 contract
Pay: USD $70-$75 per hour
Work authorization: U.S. Citizen or Green Card

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21d ago

Level 3 Systems Engineer

Vector Choice Technologies New Bern, NC

New Bern, NC

21d ago

$65k+/yr Full time Manager Azure Solutions Architect Engineering

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Job Description

Lead advanced systems support and engineering for managed clients in an in-office role in New Bern, NC.

Responsibilities

Resolve advanced technical escalations and complex support incidents
Troubleshoot and remediate issues across servers, networking, cloud platforms, and security solutions
Configure, maintain, and support client infrastructure and business-critical systems
Manage complex Microsoft 365 and Windows environments
Provide technical leadership and guidance to junior engineers
Collaborate with service and project teams to deliver effective client solutions
Create, update, and maintain internal and client-facing documentation
Identify recurring issues, determine root causes, and implement long-term fixes
Recommend technology, infrastructure, and security improvements to clients
Maintain a high level of professionalism and customer service

Requirements

Minimum 3 years of systems administration, engineering, or advanced IT support experience
Previous MSP experience strongly preferred
Excellent verbal and written communication skills
Strong customer service and relationship management abilities
Excellent organizational and multitasking skills
Ability to prioritize and manage multiple client environments simultaneously
Strong analytical and troubleshooting skills
Team-oriented mindset with commitment to continuous improvement
Must possess reliable transportation
Must be able to pass a background check
Must be authorized to work in the United States
Must be able to work onsite at the New Bern, NC office
Hold a valid driver’s license

Technologies

Microsoft 365 Administration
Exchange Online
SharePoint Online
Microsoft Entra ID (Azure AD)
Intune
Windows Server
Active Directory
Group Policy
Firewalls
Switching
Wireless networking
VPN technologies
Endpoint security solutions
Layer 2 networking
Layer 3 networking
Network troubleshooting
Network performance optimization
VMware
Hyper-V
Backup and disaster recovery solutions
Storage infrastructure
PSA/Ticketing Systems
Remote Monitoring & Management (RMM) Platforms
Documentation Platforms
Security Monitoring Tools

Benefits

401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Vision insurance

Location: New Bern, NC 28562 (Required)
Work location: In person
Job type: Full-time
Salary: USD 65,000 per yearly (Starting salary: $65,000+ annually, based on experience)
Pay: From $65,000.00 per year

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26d ago

IT Support Specialist/Tech Support Engineer

Big Sky Cybersecurity Inc. Billings, MT

Billings, MT

26d ago

$18 - $31/hr Full time Customer Support End User Support Help Desk

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Job Description

Big Sky Cybersecurity Inc. is hiring a Client Support Specialist to deliver Level 1 to Level 2 technical support for managed IT clients, with a focus on the Billings, Montana area. The role includes ticket ownership, client communication, coordination with technical teams, and occasional onsite visits with remote support responsibilities.

Key Responsibilities

Provide Level 1 to Level 2 technical support for client requests, including basic troubleshooting, information gathering, and escalation when required.
Monitor and manage client tickets from intake through resolution, ensuring accurate handling and timely completion.
Act as a primary point of contact for assigned clients regarding support issues, updates, and planned work.
Coordinate with internal technical teams to schedule work, confirm priorities, and track progress for projects and recurring tasks.
Deliver clear, concise status updates to clients and internal stakeholders via email, phone calls, and scheduled check-ins.
Support planning for client initiatives, including upgrades, maintenance windows, and security-related work, with attention to timelines and dependencies.
Maintain accurate documentation of client environments, requests, and completed work in accordance with established processes.

Required Qualifications

A 2-4 year degree in an IT-related field or equivalent practical experience.
Strong customer service capability with clear written and verbal communication.
Ability to manage multiple client requests and priorities while maintaining accuracy and follow-through.
Experience working in a professional setting with documentation, process adherence, and consistency requirements.
Understanding of fundamental cybersecurity concepts and common attack methods (for example, phishing, ransomware, credential theft).
Willingness and ability to travel with regular overnight stays as needed to maintain customer obligations.
Valid driver’s license and ability to safely operate a company-provided vehicle for client travel.
Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high-compliance environments.
Willingness to complete and successfully pass reference checks and employment verification during the hiring process.
Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.
Comfort with field work physical requirements, including lifting up to 50 pounds, regular work on foot, ladders, roof access, hot server closets, and low voltage wiring in client environments.
Functional and reliable transportation for travel to and from work sites; mileage is provided.
Ability to stand and walk for extended periods while working onsite at client locations.
Ability to safely lift, carry, and move typical IT equipment (including workstations, monitors, uninterruptible power supplies, and networking/server equipment) up to 50 pounds without assistance.
Ability to climb stairs and regularly use ladders or step stools to access network closets and mounted equipment, cabling, and roof access.
Comfort working across a range of client environments, including schools, healthcare facilities, and mechanical or network rooms that may be tight, warm, or noisy.
Ability to safely maneuver and transport equipment in and out of vehicles and customer facilities.

Preferred Qualifications

Experience in an MSP, MSSP, help desk, or IT support role.
Experience supporting help desk requests using phone, remote, and ticket-based workflows.
Familiarity with cloud collaboration platforms and modern business IT environments.
Exposure to compliance frameworks such as HIPAA, NIST, or CIS Controls.
Experience coordinating projects, managing workloads, or working within documented service processes.
Experience with environmental systems such as cameras, door access, and VoIP phone systems.
Experience with Google admin and Microsoft admin environments.

Technologies and Standards

HIPAA
NIST
CIS Controls
Google Admin
Microsoft Admin

Training and Growth

Structured onboarding to Big Sky Cybersecurity’s processes, documentation standards, and service approach.
Ongoing training on managed IT and cybersecurity services, client environments, and practical attack/defense scenarios.
Opportunity to grow into more advanced technical, coordination, or operations roles as skills and experience develop.

Compensation, Benefits, and Expected Hours

Hourly pay range: $18–$31 depending on experience and qualifications.
Pay differentials for overnight travel.
Mileage provided for all travel along with daily stipends on overnights.
Retirement contributions.
Health insurance contributions and health insurance.
Paid time off.
Retirement plan.
Tuition reimbursement.
Expected hours: 38.0 to 45.0 per week.

Work Location

In-person role.
Onsite in Billings, MT.
Primary focus is clients in the Billings Montana area.
Candidates should reside in or be willing to relocate to the greater Billings region.

What Makes a Good Fit

Positive, solution-driven attitude.
Strong organization and attention to detail with a focus on moving tickets and projects from open to done.
Comfort communicating with both end users and technical staff, adjusting communication style as needed.
Self-directed work style with effective time management and task completion without constant supervision.
Curiosity about cybersecurity and IT environments, with interest in deepening technical understanding and learning on the job.

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27d ago

Senior Software Engineer II

Walgreens Deerfield, IL

Deerfield, IL

27d ago

$100k - $175k/yr Full time Backend Developer Senior Application Security

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Job Description

Join Walgreens in Deerfield, IL (onsite) and help deliver strategic improvements across the Walgreens Digital/Online application. This Senior Software Engineering role is focused on planning, designing, building, testing, and shipping software features for complex, high-impact initiatives, with opportunities to lead daily team execution, mentor engineers, and own functional areas or entire products/projects.

Compensation: USD 100,000 - 175,000 per year (salaried).

Schedule and location: Deerfield, IL (onsite), with a 30-hour work week.

Benefits

Health, dental and vision*
Retirement Savings Plan (401(k))
Paid time off benefits
Onsite fitness center and health center
Work & life resources
Employee discount
30-hour work week

Responsibilities

Plan, design, develop and test software systems or applications for enhancements and new products, including cloud-based or internet-related tools.
Write code that establishes and improves coding specifications for programs and systems that may have little or no precedent.
Deliver software features with exceptional quality, aligned to release plans and delivery commitments.
Work on problems with diverse scope where analysis requires evaluating identifiable factors.
Use sound judgment to select methods and techniques to reach solutions.
Lead the daily work of the assigned work group or team, and recommend adjustments to daily operations.
Adjust short-term priorities as needed.
Own a functional area; break large requests into sub-tasks and provide higher-level status updates.
Write test plans, review code changes, and take operational responsibility.
Set measurable goals and meet them.
Network with senior internal and external personnel within the area of expertise, and collaborate across accountable teams, peers, and managers.
May interact with vendors and/or customers to share information and improve workflow processes.
Design specifications for assigned projects and, when needed, lead implementation.
Participate in developing technical and business approaches and new or enhanced technical tools.
Demonstrate proven expertise in software design, architecture, and software and system interrelationships.
Set standards; reduce complexity; resolve a wide range of issues creatively.
Own development and rollout for an entire product or large project, including championing process (Scrum, TDD, etc.).
Write tech specs and identify risks before starting major projects.
As needed, take on additional tech lead responsibilities to drive an initiative to completion, including allocating and tracking individual contributor work.
Mentor less experienced members of the team; may lead teams or projects.
Set software engineering project schedules, define project parameters and tasks, and monitor project tasks.
Develop and maintain the project vision by leading others toward completion.
Resolve operational needs and improve workflow across a polyglot stack through monitoring and alerting.

Requirements

Bachelor's degree and at least 4 years of experience in Engineering, Software Engineering or similar field.
OR a High School Diploma/GED and at least 7 years of experience in Engineering, Software Engineering or related field.
Experience writing code for moderate to complex online applications, microservices or mobile applications or deployment automation.
Experience with programming languages for online applications, microservices or mobile applications or deployment automation.
Experience designing/building moderately complex applications.
Experience writing automated test scripts.
Experience creating coding/scripting solutions to fix complex problems/issues.
Experience engaging at the executive level.
At least 2 years of experience contributing to financial decisions in the workplace.
At least 2 years of direct leadership, indirect leadership and/or cross-functional team leadership.
Willing to travel up to 10% of the time for business purposes (within state and out of state).
Bachelor's degree in computer science, Information Technology.
Experience working in an Agile environment.
DevOps; prior experience leading a group of automation/DevOps or development engineering team.
Prior experience with deployment automation for various applications on IaaS, PaaS platforms on a large complex system.
Experience working on Kubernetes on a microservices architecture for high traffic applications.
Strong understanding of infrastructure components (databases, networking, DNS, cloud services, orchestration tools, containerization).
Experience operationalizing high traffic web and mobile applications through monitoring and alerting for a polyglot application stack.
Prior experience mentoring a team of engineers, tech lead, or leading an engineering team.
Enthusiastic about promoting high quality standards including documentation, unit testing, code reviews, test automation & CI/CD.
Hands on full stack proficiency (e.g., Java, NodeJS, ., SQL, NoSQL, React, JavaScript etc.).
Mentor team on Enterprise Integration patterns for seamless integration with enterprise and external assets.
Big picture focus on functional completeness, performance, security and resilience of end-to-end solutions.
Strong knowledge of implementation, security, capacity planning and performance tuning for cloud-deployed solutions (Azure (ACS, AKS), Google, IBM, AWS or Cloud Foundry).
Accessibility Experience.
Experience building design patterns and modularized apps.
Excellent debugging, optimization and performance skills.
Data & Analytics experience: 6+ years integrating, transforming and consolidating structured and unstructured data for analytics solutions on Microsoft Azure, AWS or GCP.
6+ years working with Product Owner and domain experts to deliver data analytics and data integration solutions.
Experience with SQL, Java or Python; relational and NoSQL databases such as Cosmos and Cassandra.
Experience with Azure data technologies like Azure Data Flow, Data Bricks, Azure Synapse and Analysis Services.
Experience with reporting tools like Power BI, Business objects, Cognos or Tableau.
Working experience with dimensional data modeling and best practices.
Hands on experience with data pipeline and integration tools like Talend, Change Data Capture (CDC), Spark & Azure APIs.
Coach and guide technical engineers for source data understanding, analytical solution design, and operational support.

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1mo ago

Technical Support Engineer II

Axon Scottsdale, AZ

Scottsdale, AZ

1mo ago Closed

Full time Application Support Customer Support Information Technology (IT)

This position is no longer accepting applications (closed Oct 22, 2026).

Job Description

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.