Your Impact
If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you.
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.
What You’ll Do
Location: This role is based out of one of our hub locations (Scottsdale AZ, Atlanta GA, Denver CO, Boston MA, Seattle WA, Washington DC, San Francisco CA) and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
Reports to: Manager, Technical Support
Direct Reports: 0
- Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
- Provide front line support to Axon Records 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 Axon RMS (Records, Standards, Auto-tagging) 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 or escalations as needed
- Provide back-up support to other Axon Support teams and colleagues
- Onsite customer engagement during program launches
What You Bring
- 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 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
