Solution Engineering Support Specialist - Fleet

Axon • Scottsdale, Arizona, United States • 1d ago

Solution Engineering Support Specialist

Position Overview

The Technical Support Specialist is responsible for providing exceptional technical assistance to clients via phone and email, managing escalations, and collaborating across internal teams to ensure seamless issue resolution. This role requires strong communication, problem-solving skills, and attention to detail when handling hardware, system processes, and client coordination.

Key Responsibilities

Client Support: Respond to technical questions and troubleshoot issues via phone calls and emails, ensuring timely and accurate resolutions.

Escalation Management: Process and document client escalations efficiently, following established procedures.

Cross-Team Collaboration: Partner with internal departments to resolve complex technical cases and maintain customer satisfaction.

System Updates: Maintain and update Smartsheets and other tracking systems as needed to ensure data accuracy and visibility.

Order Processing: Manage add-ons and service requests, verifying order completeness and technical requirements.

Hardware Verification: Confirm hardware configurations, complexity, and site locations before passing requests to coordination teams.

Agency Outreach: Engage with new partner agencies (“Net New agencies”) to introduce services and facilitate technical setup.

Technical Walkthroughs: Conduct virtual or onsite walkthroughs for WOS (Work Order System) installations to ensure proper setup and client understanding.