Technical Support Engineer II

Responsibilities

• 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 and identify priority across engineering teams
• Research, troubleshoot, diagnose customer issues and requests across a variety of products and systems
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Develop knowledge base articles on top issues
• Participate in an on-call rotation for outage escalations

Requirements

• 3+ years of support experience for cloud-based products
• Experience working within the Law Enforcement or Public Safety space
• Experience with technical tools including JSON schemas, GitHub, Python, VS Code, Azure Data Studio, and SSMS
• Strong communication skills with the ability to interact with both technical and non-technical users
• Ability to work independently with substantial latitude for action and decision-making
• Ability to pass a Criminal Justice Information Services (CJIS) background check

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, and Vision plans
• Fitness Programs and Emotional & Mental Wellness support
• Learning & Development programs

About the Company

Axon is on a mission to Protect Life. We are explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. We connect with candor and care, seeking out diverse perspectives from our customers, communities, and each other.