Axon
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer at Axon. Skills: Technical Support, Troubleshooting, Networking, Linux, Cloud Computing. Provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide. Research, diagnose, troubleshoot, and resolve hardware- and software-related issues”
What You'll Achieve.
meeting or exceeding performance and quality goals; ensure an exceptional support experience
Industry & Context.
Excellent troubleshooting skills; ability to quickly identify and resolve issues; Research and identify solutions; Diagnose and troubleshoot technical problems; support root cause analysis
Participate in on-call support and weekend coverage, Willingness to obtain a drone pilot license in the future, Must be able to maintain confidential and highly sensitive information
What They're Looking For.
Must Have
Bachelor's degree in Computer Science or a related field, or 5+ years of relevant work experience, Previous practical experience in customer support or technical support, Excellent troubleshooting skills with the ability to quickly identify and resolve issues, knowledge of networking and Linux, Understanding of cloud computing solutions, sense of ownership and urgency, Ability to work well in a team environment and share knowledge effectively, Excellent communication skills, including the ability to explain technical concepts to non-technical customers, Willingness to obtain a drone pilot license in the future, Must be able to maintain confidential and highly sensitive information
Nice to Have
Knowledge of consumer UAV protocols and standards, Knowledge and understanding of RF technology
What You'll Do.
Provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide
and resolve hardware- and software-related issues
Deliver a high standard of customer service
Develop a complete understanding of Dedrone by Axon Airspace Security Solutions
Research and identify solutions to resolve software and hardware issues
Diagnose and troubleshoot technical problems
including account setup and network configuration
Take ownership of reported customer issues and drive them through to resolution
Track internal and external requests and technical issues within agreed time limits
and monitor customer systems as part of a full-service support model
Ensure all requests and issues are accurately logged
Prioritize and manage multiple open issues at the same time
Document technical knowledge in the form of notes
and internal resources
Follow standard escalation procedures for unresolved issues
Collaborate with engineering and development teams to support root cause analysis when needed
Participate in on-call support and weekend coverage
How You'll Work.
Team & Collaboration
Ability to work well in a team environment; share knowledge effectively; Collaborate with engineering and development teams
Communication Scope
Excellent communication skills; ability to explain technical concepts to non-technical customers
Process & Methodology
Prioritize and manage multiple open issues
Full Job Description
Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. Your Impact As a Technical Support Engineer, you will provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide. In this role, you will research, diagnose, troubleshoot, and resolve hardware- and software-related issues while delivering a high standard of customer service. Your technical expertise, communication skills, and customer-first mindset will help ensure an exceptional support experience and contribute to meeting or exceeding performance and quality goals. What You'll Do Location: This role is based out of our Kassel office 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 Develop a complete understanding of Dedrone by Axon Airspace Security Solutions. Provide Level 1 and Level 2 technical support for the Dedrone by Axon product family to customers and partners worldwide. Research and identify solutions to resolve software and hardware issues. Diagnose and troubleshoot technical problems, including account setup and network configuration. Take ownership of reported customer issues and drive them through to
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