Sr. Technical Support Representative (Bilingual – Spanish/English)

As a senior bilingual member of our Technical Support team, you will serve as a critical bridge between Axon and our Spanish-speaking customers and law enforcement partners across the U.S., Latin America, and Europe. You will deliver expert-level technical support in both Spanish and English via phone and email, helping resolve complex product issues while ensuring a seamless, culturally aware customer experience. You will work cross-functionally on projects and provide support to improve the overall customer experience. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class bilingual experience to our customers, you will drive further adoption of our products and make the world a safer place.

Responsibilities

Troubleshoot and resolve technical issues related to AXON Hardware and Software products; Become a subject matter expert in Axon’s product base; Provide world class support to assist customers with complex issues while maintaining service levels; Identify and report product bugs and partner with internal departments to help drive resolution; Use data and customer feedback to identify and surface product insights and trends; Advocate on behalf of users to optimize and improve our products and user experience; Provide bilingual (Spanish/English) technical support via phone, email, and chat to Spanish-speaking customers, ensuring clear and accurate communication in both languages; Translate and localize technical documentation, knowledge base articles, and customer-facing communications as needed; Serve as the primary point of contact for Spanish-language cases, managing the Spanish support queue and ensuring timely resolution; Support the onboarding and training of Spanish-speaking customers on Axon products and solutions; Collaborate with international support teams to align on best practices for serving Spanish-speaking markets

Requirements

Bachelor’s Degree preferred or equivalent work experience; 2+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms; Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems; Full professional fluency in both Spanish and English (spoken and written) – this is a core requirement of the role; Proficient with Windows operating systems, mobile devices and cloud-based solutions; Strong comprehension of internet networking and routing; Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy; Ability to articulate technical concepts in both Spanish and English at a level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset; Ability to manage competing priorities and adapt to changing environments; Self-driven, able to take ownership, work independently and manage key stakeholder needs; Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice to have

Bachelor’s Degree; Experience in Axon applications (Salesforce, MS Dynamics, JIRA, and RingCentral); 2+ years of experience in networking and telecommunication; Preference will be given to those with technical support roles related to public safety and government; Network and telecommunication-specific professional certifications; System Administration certifications; Native or near-native Spanish proficiency with demonstrated experience providing technical support in Spanish; Experience supporting customers in the U.S., Latin America, Spain, or other Spanish-speaking regions; Prior experience translating or localizing technical content between Spanish and English

Benefits

Competitive salary; Paid time off; Robust parental leave policy; Medical, Dental, Vision plans; Fitness Programs; Emotional & Mental Wellness support; Learning & Development programs; And yes, we have snacks in our offices