Technical Support Engineer II

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.

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/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

Requirements

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 and the ability to communicate to both technical and non-technical customers/colleagues; Experience working with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS; Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes; Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

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; And yes, we have snacks in our offices