Technical Support Engineer (Tier 2+) — Hybrid, Mission-Critical SaaS

Join Axon and be a Force for Good We pursue society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Join us to protect lives and make a meaningful impact. About Axon 911 Axon 911 combines modern 911 infrastructure with an AI intelligence layer to help public safety agencies make faster decisions and deliver better outcomes. Your Impact We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while ensuring reliability, performance, and operational excellence across our rapidly growing environment. What You’ll Do Cross‑Team Collaboration: Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout Global Operations. Ownership: Take ownership of technical issues reported by customers, partners, and internal teams. Resolve problems efficiently, ensuring customer satisfaction and acting as the primary point of contact for technical escalations. Proactive Approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, proposing and implementing innovative solutions. Monitoring Expertise: Leverage deep knowledge of monitoring software and hardware—including Datadog—to monitor and maintain performance and reliability of the emergency response platform. Escalation Workflow: Assess and prioritize urgent technical issues. Serve as a subject‑matter expert, resolving high‑priority incidents through timely communication and minimizing downtime. Knowledge Base Expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self‑service support. What You Bring 5+ years as a Technical Support Engineer (Tier‑2/Tier‑3) or in a similar role within SaaS, public safety, or mission‑critical environments. Strong networking fundamentals (OSI, TCP/IP, subnetting) and experience troubleshooting latency, packet loss, and connectivity issues in cloud‑based SaaS environments. Proficient with VoIP technologies—SIP, RTP, WebRTC—including call‑flow analysis and common error codes. Hands‑on experience with monitoring platforms (Datadog, Grafana, etc.) to track system performance and detect issues proactively. Proficiency with cloud platforms such as AWS, Azure, or Google Cloud. Analytical and problem‑solving skills to troubleshoot complex technical issues. Excellent communication skills for addressing customers, partners, and internal teams. Fast‑paced, agile mindset and ability to deliver results within specified timeframes. Work Location Hybrid role ; expects four days per week in our Manhattan office. Benefits Competitive salary and 401(k) with employer match Discretionary paid time off Paid parental leave for all Medical, dental, and vision plans Fitness programs Emotional & mental wellness support Learning & development programs Office snacks Base Pay Range

$79,470–$105,960 USD

Equal Opportunity Employer Axon is an equal‑opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion. We view 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 law. #J-18808-Ljbffr Shpehouston