Axon
public safety
TechnicalSupportEngineer,Axon911
“Technical Support Engineer, Axon 911 at Axon. Skills: Technical Support, Troubleshooting, SaaS, Cloud Computing, Networking, VoIP. support customers and internal teams using the Axon 911 platform. ensure reliability, performance, and operational excellence”
What You'll Achieve.
delivering a high-quality customer experience; ensuring the stability and performance of Axon 911 solutions; contribute to the growth and scalability of the support organization; minimize downtime and customer impact
Industry & Context.
analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues
legal eligibility to work in a firearms environment
What They're Looking For.
Must Have
At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment, demonstrated ability to collaborate cross-functionally, troubleshoot complex technical issues, take ownership of customer outcomes and operational responsibilities, foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities, Experience diagnosing latency, packet loss, and connectivity issues in a cloud-based SaaS environment, In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC, Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e. g. , 408, 503, 487), proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform, analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues, Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime, Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur, Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes
Nice to Have
Familiarity with PBX systems, SBCs, and cloud-based telephony solutions, Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers, Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset
What You'll Do.
support customers and internal teams using the Axon 911 platform
and operational excellence
troubleshoot and resolve technical issues
diagnose system and logic errors
document and escalate bugs
partner closely with Engineering teams to prioritize and communicate fixes
improve monitoring capabilities
improve support processes
improve CRM workflows
develop technical articles
troubleshooting guides
update the knowledge base
How You'll Work.
Team & Collaboration
Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization; Proactively engage with stakeholders to address technical issues and provide timely support; partner closely with Engineering teams to prioritize and communicate fixes; Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management
Communication Scope
Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime
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