Your Impact:
Axon is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.
What You'll Do
Location:Onsite atPeachtree Corners, Georgia, United States
Reports to:Manager of Technical Support
Direct Reports:0
Work closely with Law Enforcement customers to ensure a stellar experience with Axon's Fusus products & services.
Become an expert on the Fusus solution, available apps, APIs, and roadmap
Join Forces with Axon Teams to triage and prioritize agency change and feature requests
Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.
Provide frontline email & phone support to customers for complex technical issues
Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & email
Follow up with clients to ensure their systems are fully functional after troubleshooting
Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training
Log & provide detailed notes on each customer interaction
Develop knowledge base articles
Solve problems effectively in an ever-evolving environment
Report bugs and trends to the necessary Axon teams
Participate in an on-call rotation for outages or other critical escalations as needed
Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
Proactively improve knowledge and develop analytical and technical skills
Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.
What You Bring
Bachelors Degree in Information Technology, Computer Information Systems, or related required
Must have intellectual curiosity, humility, accountability, and positive approach
Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc.
Minimum of 2 years experience with routing and switching
Minimum of 2 years of Technical Support experience
Minimum of 1 year of SaaS experience
Operational knowledge of virtualization and virtual machines
Operational knowledge of computer/server hardware, Linux operating systems, and storage devices
Operational knowledge of redundant storage solutions such as RAID
Experience using Secure Shell (SSH)
Experience using Splunk, JIRA, and/or Salesforce
Experience with security camera systems, VMS, DVR, NVR solutions
Strong interpersonal skills and the ability to work with multiple teams to achieve common objectives
Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
Benefits that Benefit You
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
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay and bonus. The starting base pay for this role is between USD 52,000 in the lowest geographic market and USD 78,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visitwww.axon.com/careers/benefits.
