Axon · 2 weeks ago
Technical Support Engineer I
Atlanta, Georgia, United States
Full-time
Onsite
Entry Level
$57K/yr - $91K/yr
3+ years expAxon is on a mission to Protect Life, focusing on safety and justice issues through their ecosystem of devices and cloud software. They are seeking a high-energy Technical Support Engineer I to support law enforcement customers with technical issues related to their Fusus products and services, ensuring a stellar customer experience.
ElectronicsGovTechHardwareSoftware
Responsibilities
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
Qualification
Required
Must have intellectual curiosity, humility, accountability, and 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 year 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
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
Company
Axon
Axon provides electronic control devices to law enforcement and corrections agencies.
1001-5000 employees
H1B Sponsorship
Axon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-03-05Post Ipo Debt· $1.75B
2018-08-07Post Ipo Equity· $246M
2001-06-07IPO
Leadership Team
Jay Reitz
SVP Software Engineering
Anthony Baldoni
VP Strategic Initiatives
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Company data provided by crunchbase