Technical Support Engineer

Technical Support EngineerMesa, Arizona, United States; Sterling, Virginia, United StatesJoin 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 2nd and 3rd 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 Reports to: Director, Customer Support and Service – Dedrone by Axon Direct Reports: 0Develop a complete understanding of the Airspace Security Solutions by Dedrone by AxonProvide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customersResearch and identify solutions to resolve software and hardware issuesDiagnosing and troubleshoot technical issues, including account setup and network configurationTake ownership of customer issues reported and seeing problems through to resolutionTrack internal and external requests and technical issues to resolution, within agreed time limitsUpdate, maintain and monitor our customer systems as a full serviceEnsure all requests and issues are properly loggedPrioritize and manage several open issues at one timeDocument technical knowledge in form of notes and manualsFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsWork with engineering and development teams to perform root cause analysisTake part in On-call Support and weekend coverageWhat You BringBachelor's degree in computer science or a related field, or 5+ years relevant work experience preferredPrevious practical work experience in the field of customer supportExcellent troubleshooting skills at all levels to be able to identify and quickly resolve issuesVery good knowledge in networks and LinuxStrong sense of ownership and urgencyAbility to work well in a team and enjoy knowledge sharingExcellent communication skills with the ability to provide advice to non-technically aware customersWilling and able to travelGood knowledge about consumer UAV protocols and standardsBasic knowledge and understanding of RF technologyBasic understanding of cloud computing solutionsDrone pilot license in futureMust 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 clearanceBenefits 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 work.Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit Pay Range$27.22 - $43.56 USDDon't meet every single requirement? That's 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 you're excited about this role and our mission to Protect Life but your experience doesn't 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.The 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 at View email address on click.appcast.io or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's 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. We're 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 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.Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to View email address on click.appcast.io.