Technical Support Engineer, Axon 911

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our rapidly growing environment. As a member of the Global Operations team, you will work directly with customers, partners, and cross-functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs.

Responsibilities

Support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence; Work directly with customers, partners, and cross-functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs; Troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalate bugs, and partner closely with Engineering teams to prioritize and communicate fixes; Work closely with development, QA, Product, and customer success teams to ensure effective communication and collaboration; Take ownership of technical issues reported by customers, partners and internal teams, and act as the primary point of contact for technical escalations; Anticipate potential technical challenges and take proactive measures to prevent them; Leverage monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain performance and reliability; Assess and prioritize urgent technical issues, resolve high-priority incidents, and collaborate to enhance critical escalation workflows; Develop technical articles, troubleshooting guides, and FAQs and continuously update the knowledge base; Contribute to the growth and scalability of the support organization by improving monitoring capabilities, support processes, and CRM workflows

Requirements

At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment; Strong foundational knowledge of networking concepts, including OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities; Experience diagnosing latency, packet loss, and connectivity issues in a cloud-based SaaS environment; In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC; Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487); Familiarity with PBX systems, SBCs, and cloud-based telephony solutions; Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues; Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform; Strong analytical capabilities and problem-solving aptitude; Communicate clearly and effectively with customers, partners and internal teams; Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges; Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes

Nice to have

Familiarity with data tools and the ability to derive valuable insights from system metrics and logs

Benefits

Competitive salary and 401k with employer match; Discretionary paid time off; Paid parental leave for all; Medical, dental, and Vision plans; Fitness Programs; Emotional & Mental Wellness support; Learning & Development programs; Snacks in our offices