At a glance
- Experience
- 3+ years experience
- Location
- Arizona · Arizona-HQ
About the role
- Axon is seeking a high-energy, experienced Software Support Engineer with expertise in cloud solutions to play an instrumental role in supporting critical escalated issues and customer requests.
- This individual will work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services while troubleshooting and resolving software issues.
Responsibilities
- Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services
- Provide front line support to Axon software customers while logging detailed notes on each customer interaction
- Collaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams
- Research, troubleshoot, diagnose customer issues and requests across a variety of products and systems
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Log & provide detailed notes on each customer interaction
- Develop knowledge base articles on top issues
- Participate in an on-call rotation for outage escalations
- Provide back-up support to other Axon Support teams and colleagues
Requirements
- 3+ years of support experience for cloud-based products
- Track record of completing goals and driving initiatives to completion
- Experience working within the Law Enforcement/Public Safety space
- Forward Thinking and Task Driven
- Experience solving complex technical problems and leading support related projects
- Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues
- Experience working with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS
- Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
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
- Snacks in offices
Skills
- JSON Schemas
- GitHub
- Python
- VS Code
- Azure Data Studio
- SSMS
