Axon
TechnicalSupportEngineerII
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer II at Axon. Skills: troubleshooting, customer support, technical support, networks, Linux. Provide 1st and 2nd level support to Dedrone by Axon customers and partners worldwide. Research, diagnose, troubleshoot, and resolve issues”
What You'll Achieve.
meeting or exceeding performance and quality goals; ensure Dedrone by Axon is offering the best level of service to the customer’s satisfaction; seeing problems through to resolution; within agreed time limits
Industry & Context.
research; diagnose; troubleshoot; resolve issues; Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues; root cause analysis
4 days in-office required, Take part in On-call Support and weekend coverage, Willing and able to travel, Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information, US Citizenship is required with the ability to obtain US Government security clearance, legal eligibility to work in a firearms environment
What They're Looking For.
Must Have
Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience, Previous practical work experience in the field of customer support, Excellent troubleshooting skills at all levels, Very good knowledge in networks, Linux, US Citizenship is required with the ability to obtain US Government security clearance, Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
Nice to Have
Drone pilot license in future
What You'll Do.
Provide 1st and 2nd level support to Dedrone by Axon customers and partners worldwide
Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
Provide 1st and 2nd level support for the Dedrone by Axon Product Family to field engineers and customers
Research and identify solutions to resolve software and hardware issues
Diagnosing and troubleshoot technical issues
including account setup and network configuration
Take ownership of customer issues reported and seeing problems through to resolution
Track internal and external requests and technical issues to resolution
within agreed time limits
maintain and monitor our customer systems as a full service
Ensure all requests and issues are properly logged
Prioritize and manage several open issues at one time
Document technical knowledge in form of notes and manuals
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Work with engineering and development teams to perform root cause analysis
How You'll Work.
Team & Collaboration
Ability to work well in a team; enjoy knowledge sharing; Work with engineering and development teams
Communication Scope
excellent communication skills; Excellent communication skills with the ability to provide advice to non-technically aware customers
Process & Methodology
Prioritize and manage several open issues at one time
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 The Technical Support Engineer provides 1st and 2nd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customer’s satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals. What You’ll Do Location: Sterling, VA or Mesa, AZ offices - 4 days in-office required Reports to: Manager, Technical Support – Dedrone by Axon Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon Provide 1st and 2nd level support for the Dedrone by Axon Product Family to field engineers and customers Research and identify solutions to resolve software and hardware issues Diagnosing and troubleshoot technical issues, including account setup and network configuration Take ownership of customer issues reported and seeing problems through to resolution Track internal and external requests and technical issues to resolution, within agreed time limits Update, maintain and monitor our customer systems as a full service Ensure all requests and issues are properly logged Prioritize and manage several open issues at one time Document technical knowledge in for
Applying for this Technical Support Engineer II role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Axon?
Real rants from real employees. Read before you apply.