Provide front line technical support for Axon’s cloud software customers, with an emphasis on law enforcement and public safety.

Work closely with Law Enforcement customers to support a strong experience with Axon products and services
Deliver front line support for Axon software customers, documenting detailed notes for each interaction
Partner with customers to assess urgency of tickets and requests and determine priority across engineering teams
Research, troubleshoot, and diagnose customer issues across a variety of products and systems
Follow up to confirm customer systems are fully functional after troubleshooting
Log & provide detailed notes on each customer interaction
Create knowledge base articles for recurring top issues
Participate in an on-call rotation for outage escalations
Provide backup support to other Axon Support teams and colleagues

3+ years of support experience for cloud-based products
Track record of completing goals and driving initiatives through to completion
Experience working in the Law Enforcement/Public Safety space
Forward thinking and task driven
Ability to solve complex technical problems and lead support-related projects
Strong communication skills for both technical and non-technical audiences
Experience with JSON schemas, GitHub, python, VS Code, Azure Data Studio, and SSMS
Ability to work independently with substantial latitude while maintaining focus on outcomes
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential, highly sensitive information

The job description is not intended to be exhaustive of duties, responsibilities, skills, efforts, or working conditions associated with the job.
The job description may change or be supplemented at any time based on business needs.
Some roles may require legal eligibility to work in a firearms environment.
Benefits listed may vary based on employment nature and work location.

Technical Support Engineer II

Job Description