Technical Support Engineer, Records

Axon Scottsdale , AZ 85250

Posted 2 months ago

Our mission is to protect life.

We're out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER device to a full suite of hardware and software solutions, we are focused on providing police agencies with the state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We'll put video at the heart of the police record so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete.

It's a big mission, but it's one we'll pursue relentlessly every single day.

Location: Scottsdale, AZ

Hours: 6AM - 3PM

Your Impact

We are building a new product, Axon Records, that will revolutionize the way law enforcement completes one of their most time-consuming activities...report writing & scene documentation.

If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you.

Your Day to Day

  • Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services

  • Provide front line email & phone technical support to Axon Records customers

  • Researching, diagnosing, troubleshooting and identifying solutions to resolve Axon Records system issues

  • 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

  • Solve problems effectively in an ever-evolving environment

  • Report bugs and trends to the necessary Axon teams

  • Participate in an on-call rotation for outage escalations or escalations as needed

  • Travel 1-2 times per quarter to customer sites to ensure successful and smooth deployments

  • 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

  • Provide back-up support to other Technical Support teams

  • Axon Dispatch, Axon Evidence, etc.

Basic Qualifications

  • Bachelor's degree

  • Minimum of 3+ years of technical support experience for cloud-based products

  • Networking experience

  • LAN, WAN, 10/100/Gig Ethernet, Firewalls, and TCP/IP, subnets, MTU, etc.
  • Experience in core Microsoft product stack, including Windows Server, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS.

  • Ability to articulate at a technical level appropriate to the circumstance - i.e. for clients with varying levels of IT knowledge and skill set

  • Strong organizational skills

  • Experience working with relational databases or SQL preferred

  • Willing to travel 10-15% of the year

  • Pass CJIS Level 4 background check

Preferred Qualifications

  • Experience implementing, developing, and troubleshooting APIs

  • Cross-platform OS knowledge [Linux, Mac OS X, Windows]

  • Experience using BOMGAR, Zoom, or related remote access tools

  • Experience troubleshooting CAD systems or related technologies

  • Experience using Datadog and/or Splunk

  • Experience with SSO identity providers: ADFS, Azure, OKTA

  • System Administration certifications, such as but not limited to: MCSA: Windows Server, CompTIA Server+, etc.

  • Experience in the Public Safety industry

Compensation and Benefits

  • Competitive salary and 401K with employer match

  • Discretionary paid time off

  • A supportive parental leave policy

  • An award-winning office/working environment

  • Ride along with real police officers in real life situations, see them use technology, get inspired

  • Be a part of a company that is making a difference in the world

  • And more...

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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Technical Support Engineer, Records

Axon