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Axon · 7 hours ago

Technical Support Engineer, Spanish Speaking

Mesa, AZ

Full-time

Onsite

Mid, Senior Level

5+ years exp

Axon is on a mission to Protect Life, focusing on critical safety and justice issues with their ecosystem of devices and cloud software. The Technical Support Engineer will provide 1st and 2nd level support to Dedrone by Axon customers, ensuring high levels of service and customer satisfaction through troubleshooting and issue resolution.

ElectronicsGovTechHardwareSoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon

Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers

Research and identify solutions to resolve software and hardware issues

Diagnosing and troubleshoot technical issues, including account setup and network configuration

Take ownership of customer issues reported and seeing problems through to resolution

Track internal and external requests and technical issues to resolution, within agreed time limits

Update, maintain and monitor our customer systems as a full service

Ensure all requests and issues are properly logged

Prioritize and manage several open issues at one time

Document technical knowledge in form of notes and manuals

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Work with engineering and development teams to perform root cause analysis

Take part in On-call Support and weekend coverage

Qualification

Troubleshooting skillsNetwork knowledgeLinux knowledgeCustomer support experienceCloud computing understandingUAV protocols knowledgeRF technology understandingDrone pilot licenseUrgencyFluent in SpanishCommunicationTeamworkOwnership