Technical Support Engineer I

Scottsdale · Arizona-HQ · 3+ years experience · Hybrid · Posted Oct 19, 2026

At a glance

The Technical Support Engineer I will support critical and escalated issues for law enforcement customers. This role involves troubleshooting Axon devices and cloud software while collaborating with internal teams to triage requests and improve system functionality.

Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services.
Join Forces with Axon Teams to triage and prioritize agency change and feature requests.
Provide frontline email and phone support to customers for complex technical issues.
Research, diagnose, troubleshoot, and identify solutions to address Axon device and system issues.
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 and provide detailed notes on each customer interaction.
Develop knowledge base articles.
Report bugs and trends to the necessary Axon teams.
Participate in an on-call rotation for outages or other critical escalations.

Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
Minimum of 3 years of Technical Support experience.
Minimum of 3 years of SaaS experience.
Familiarity with mobile app ecosystems (iOS and Android), app distribution, and common debugging tools.
Operational knowledge of computer/server hardware, operating systems, and storage devices.
Experience using Secure Shell (SSH).
Experience using Splunk, JIRA, and/or Salesforce.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance.