Your Impact
Axon is seeking a motivated and experienced Tier 3 Software Support Engineer with expertise in cloud solutions. You will join our Software Support team and work directly with Support Engineers, Analysts, and cross-department Engineering teams, laser focused on Records, Standards and Dispatch issues.
As n RMS Software Support Engineer, you will contribute directly to our mission to improve the productivity of our customers by building and troubleshooting scalable backend systems and new features introduced into the product. Particular to this role, you will also have the opportunity to build internal tooling to improve the effectiveness of our development, deployment and release pipelines.
What You'll Do
Location: Remote in the United States - up to 5% travel
Reports to: Tier 3 Lead, Software Support
- Develop solutions to complex technical issues, and deep-dive into root-cause analysis.
- Identify key RMS challenges, propose solutions, and seek feedback from leadership and stakeholders.
- Work directly with Software Support Engineers to resolve technically challenging issues.
- Develop and maintain automated processes that support Axon's product deployment and evolution at scale.
- Partner with internal teams and agencies to make public safety data accessible and actionable.
- Facilitate cross-team collaboration among engineers, customer solution architects, and business analysts.
What You Bring
- Bachelor's Degree in a technical or quantitative field, OR graduate of coding boot camp, OR 3+ years of technical experience in related field
- 3+ years of support experience for cloud-based products
- Proficiency reading & writing in JSON
- Skilled in at least one scripting language, Python, Bash, or similar
- Familiarity using REST clients to perform tests (Postman, Insomnia, etc.)
- 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 with metrics and diagnostics tools like DataDog, Splunk or Sentry
- Knowledge of ticket management systems like Jira, ZenDesk or SalesForce Cases
- Experience working within the Law Enforcement/Public Safety space is a plus
- Understanding of JavaScript, TypeScript, or GoLang
- 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
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 98,000 in the lowest geographic market and USD 175,000 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 visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).