Technical Support Engineer I

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 AXON is seeking a high‑energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self‑starter who excels in a high‑paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues. What You'll Do Location: Atlanta, GA – Hybrid – 4 days in‑office required Reports to: Manager, Technical Support Work closely with Law Enforcement customers to ensure a stellar experience with Axon's Fusus products & services. Become an expert on the Fusus solution, available apps, APIs, and roadmap. Join forces with Axon teams to triage and prioritize agency change and feature requests. Lead consultative solution audits for prospects, including detailed network analysis, device discovery, and documentation. Provide frontline email & phone support to customers for complex technical issues. Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & email. Follow up with clients to ensure their systems are fully functional after troubleshooting. Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training. Log & provide detailed notes on each customer interaction. Develop knowledgebase articles. Solve problems effectively in an ever‑evolving environment. Report bugs and trends to the necessary Axon teams. Participate in an on‑call rotation for outages or other critical escalations as needed. Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients. Proactively improve knowledge and develop analytical and technical skills. What You Bring Must have intellectual curiosity, humility, accountability, and a positive approach. Network and telecommunication‑specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc. Minimum of 3 years experience with routing and switching. Minimum of 3 years of Technical Support experience. Minimum of 2 years of SaaS experience. Operational knowledge of virtualization and virtual machines. Operational knowledge of computer/server hardware, Linux operating systems, and storage devices. Operational knowledge of redundant storage solutions such as RAID. Experience using Secure Shell (SSH). Experience using Splunk, JIRA, and/or Salesforce. Experience with security camera systems, VMS, DVR, NVR solutions. Strong interpersonal skills and the ability to work with multiple teams to achieve common objectives. Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort. Ability to articulate at a technical level appropriate to the circumstance – i.e., for clients with varying levels of IT knowledge and skillset. Bachelor's degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications. Benefits that Benefit You Competitive salary and 401k with employer match. Discretionary paid time off. Paid parental leave for all. Medical, dental, vision plans. Fitness programs. Emotional & mental wellness support. Learning & development programs. And yes, we have snacks in our offices. Benefits listed herein may vary depending on the nature of your employment and the location where you work. In order to comply with federal law, your employment is additionally contingent on your ability to lawfully possess, ship, transport, or receive firearms or ammunition under all applicable regulations if required. If it is indicated in your job posting that your role requires CJIS clearance, your employment is also contingent upon your ability to obtain and maintain CJIS security clearance in all applicable jurisdictions for the duration of your employment. Important Notes 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 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. #J-18808-Ljbffr