Sr Technical Support Representative II

Technical Support Representative Provide first‑class technical support to Axon customers through multiple communication channels, including email and phone. Focus on meeting or exceeding performance and quality goals. Key Responsibilities Location: Onsite 4 days a week out of Boston, MA. Reports to: Manager of Technical Support. Troubleshoot and resolve technical issues related to product knowledge, networking, training, software download, installation, registration, performance, returning damaged devices, and any other Axon product inquiries. Build and maintain subject‑matter expertise of all Axon products, solutions, and policies. Assist customers by problem‑solving and showing empathy. Report bugs and trends to stakeholders and provide process and performance improvement suggestions to the manager. Required Qualifications Bachelor's degree preferred or equivalent work experience. 1+ years technical support experience in supporting software, hardware, web‑based solutions, or e‑commerce platforms. Excellent verbal and written communication skills. Passion for helping people and solving problems. Proficient with Windows operating systems, mobile devices, and cloud‑based solutions. Strong analytical and troubleshooting skills. Proficiency with Microsoft Office. Ability to communicate at a technical level appropriate to the client’s IT knowledge and skills. Self‑driven, able to work independently and actively seek team needs and solutions. Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of highly sensitive information. Benefits Competitive salary and 401(k) with employer match. Discretionary paid time off. Paid parental leave for all. Medical, Dental, Vision plans. Fitness programs. Emotional and mental wellness support. Learning and development programs. Employee resource groups. Snacks in the office. Benefits listed herein may vary depending on the nature of your employment and location. Compensation Base pay range: $26.26–$42.02 USD per hour. Hourly pay includes base pay and bonus; actual pay is based on level, function, training, transferable skills, work experience, business needs, geographic market, and other factors. Legal Eligibility & Important Notes The above job description is not intended to be a comprehensive statement of duties or working conditions. It may change or be supplemented at any time in accordance with business needs and conditions. Some roles may require legal eligibility to work in a firearms environment. Equal Opportunity Employment We are an equal opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion. We are committed to hiring the best talent regardless of race, creed, color, ancestry, religion, sex, 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 and regulations. If you have a disability or special need that requires assistance or accommodation during the application or recruiting process, please email View email address on click.appcast.io. Please note that this email address is for accommodation purposes only; Axon will not respond to inquiries for other purposes. #J-18808-Ljbffr Dormont Manufacturing Company