Technical Support Engineer II at Axon

Join Axon and be a Force for Good.At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.Your ImpactIf you love to get close to your users to understand and solve their problems quickly this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product this is the challenge for you. If you are interested in supporting a mission critical product used to save lives this is the product for you.Axon is seeking a high-energy experienced Software Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in supporting critical escalated issues and customer requests. We need a self-starter who excels in a high-paced evangelistic startup environment focusing on law enforcement thriving on resolving software issues and building strong customer relationships. What Youll DoLocation: This role is based out of one of our hub locations (Scottsdale AZ Atlanta GA Denver CO Boston MA Seattle WA Washington DC San Francisco CA) 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 Direct Reports: 0Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and servicesProvide front line support to Axon Records customers while logging detailed notes on each customer interactionCollaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams.Research troubleshoot diagnose customer issues and requests across all Axon RMS (Records Standards Auto-tagging) systemsFollow up with clients to ensure their systems are fully functional after troubleshootingLog & provide detailed notes on each customer interactionDevelop knowledge base articles on top issuesParticipate in an on-call rotation for outage escalations or escalations as neededProvide back-up support to other Axon Support teams and colleaguesOnsite customer engagement during program launchesWhat You Bring3 years of support experience for cloud-based productsTrack record of completing goals and driving initiatives to completionExperience working within the Law Enforcement/Public Safety spaceForward Thinking and Task DrivenExperience solving complex technical problems and leading support related projectsStrong communication skills and the ability to communicate to both technical and non-technical customers/colleagues.Experience working with applications like JSON schemas GitHub python VS Code Azure Data Studio SSMS.Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes.Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive informationBenefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical Dental Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes we have snacks in our officesBenefits listed herein may vary depending on the nature of your employment and the location where you workDont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer better place. We are also committed to building diverse teams that reflect the communities we serve.Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If youre excited about this role and our mission to Protect Life but your experience doesnt align perfectly with every qualification listed here we encourage you to apply anyways. You may be just the right candidate for this or other roles.Important NotesThe above job description is not intended as nor should it be construed as exhaustive of all duties responsibilities skills efforts or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.Some roles may also require legal eligibility to work in a firearms environment.We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental health and safety regulations policies and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.We are an equal opportunity employer that promotes justice advances equity values diversity and fosters inclusion. Were committed to hiring the best talent regardless of race creed color ancestry religion sex (including pregnancy) national origin sexual orientation age citizenship status marital status disability gender identity genetic information veteran status or any other characteristic protected by applicable laws regulations and ordinances and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process please email Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Key Skills Database,Jira,Linux,Bank,Java Employment Type : Full Time Experience: years Vacancy: 1