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 Sr. Technical Support Engineer (Tier 2) with expertise in advanced technical support, computer networking, cloud solutions, & Windows server administration. This individual will play an instrumental role in scaling our international support presence in the Asia Pacific region by providing remote troubleshooting and on-site support for critical and/or escalated support issues. We need a self-starter who learns quickly, excels in a fast-paced environment, and is passionate about resolving complex technical issues – whether it is hardware, software, or network related.
Your Day to Day:
- Work escalated tickets remotely and on-site with Law Enforcement end-user customers and partner/distributors to ensure a stellar experience with Axon products and services.
- Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and platform issues directly with customers via phone, email, and in-person.
- Effectively communicate complex technical matters to both technical and non-technical stakeholders to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation
- Assist our larger Global Support Organization by mentoring, answering questions, aiding in troubleshooting efforts, and occasionally providing direct training
- Occasionally provide frontline support by answering live calls from a queue
- Log & provide detailed notes on each customer interaction
- Project manage and execute large-scale troubleshooting efforts that may require cross-functional partnership with Client Success, Professional Services, Engineering and Product Management
- Determine scope, impact, and priority of product defects and enhancements requests; document in both CRM and engineering project management tool
- Participate in an on-call rotation for outages or other critical escalations as needed
- Provide occasional on-site support in the Asia Pacific region
What You Can Bring:
- Spoken and written proficiency in Hindi, and English required; Gujarati proficiency preferred
- Mandatory minimum of 3+ years of routing and switching experience
- Minimum of 3+ years in a Tiered Tech Support Environment (Tier 2+) is required; experience in an indirect sales environment supporting both partners and end-users is preferred
- Minimum of 3+ years in a fast-paced Tech environment; SaaS or IoT strongly preferred
- Minimum of 3+ years of experience with SSO identity providers
- Strong knowledge of virtualization and virtual machines
- Strong knowledge of computer/server hardware, operating systems, and storage devices
- Strong knowledge of redundant storage solutions such as RAID
- Experience using Secure Shell (SSH)
- 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 travel internationally as required to provide on site customer support (<20% domestic and international travel)
- Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
Don’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.
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.
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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
