Your Impact
Are you ready to make a real impact at a company that’s transforming public safety technology? At Axon, we don’t just build products—we create solutions that protect life. Supporting our product suite and its correlated ecosystem is a complex and critical task, and we’re looking for a Product Support Engineer to join our Tier 3 Global Support team. In this role, you’ll manage escalated support tickets, develop and refine technical solutions, and collaborate with cross-functional engineering teams to resolve some of our most complex product issues. You’ll also play a key role in driving process improvements, product development, and service quality enhancements—all in support of Axon Fleet, our advanced in-car camera system. If you’re passionate about technology, love tackling tough challenges, and want to work where your contributions truly matter, we want to hear from you.
What You’ll Do
Location: Hybrid in one of our US based hubs (Atlanta, Boston, Denver, San Francisco, Scottsdale, or Seattle metro areas)
Reports To: Manager, Technical Support Tier 3
- Independently troubleshoot and resolve complex technical issues related to Axon Fleet in-car video systems.
- Collaborate with Support, Product, and Engineering teams to diagnose and resolve Fleet-specific technical challenges.
- Leverage tools like JIRA and Splunk to track, analyze, and correlate system logs and performance data.
- Perform in-depth debugging to identify software and firmware-related issues within various Axon Fleet system environments.
- Develop methodologies, tools, and processes to optimize Fleet system diagnostics, troubleshooting workflows, and cross-functional support operations for Global Support and Engineering teams.
- Contribute to overall team performance and service quality by proactively identifying recurring Fleet system issues, recommending operational enhancements, and driving improvements in case resolution workflows.
- Develop and maintain technical documentation and training materials specific to Axon Fleet, including troubleshooting guides, RCA documentation, and diagnostic best practices for internal and external stakeholders.
- Utilize strong network troubleshooting skills to diagnose and resolve Fleet-related network challenges.
- Apply expertise in embedded Linux systems to navigate, troubleshoot, and manage devices.
- Stay up to date on software methodologies, debugging techniques, and system architecture to continually improve Fleet system reliability, supportability, and performance monitoring capabilities.
What You Bring
- 8+ years of relevant technical experience in technical product support, troubleshooting, and problem-solving.
- 5+ years of experience as a Technical Product Support Engineer—preference for experience with enterprise SaaS or embedded devices.
- Excellent technical proficiency with strong problem-solving abilities.
- Experience debugging software using tools like debuggers, log aggregators, and telemetry data.
- Strong background in network troubleshooting and system diagnostics.
- Hands-on experience with JIRA, Splunk, embedded Linux, and similar technologies.
- Ability to collaborate with remote and offshore teams.
- A passion for quality, reliability, and driving solutions based on customer needs.
- Excellent communication skills to interact with internal and external stakeholders.
- Strong Windows OS knowledge and familiarity with various technical ecosystems.
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.
