What are the responsibilities and job description for the Sr Technical Support Representative II position at Axon?
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.
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 to a full suite of hardware and software solutions, we are focused on providing police agencies with 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 police records 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.
Your Impact
As a senior member of our Technical Support team, you will help Axon’s customers resolve complex problems via phone & email. You will work cross-functionally on projects and provide support to improve the overall customer experience. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class experience to our customers, you will drive further adoption of our products and make the world a safer place.
What You’ll Do
Location: Scottsdale, AZ
Reports to: Director, Technical Support
Direct Reports: N/A
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.
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.
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 to a full suite of hardware and software solutions, we are focused on providing police agencies with 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 police records 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.
Your Impact
As a senior member of our Technical Support team, you will help Axon’s customers resolve complex problems via phone & email. You will work cross-functionally on projects and provide support to improve the overall customer experience. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class experience to our customers, you will drive further adoption of our products and make the world a safer place.
What You’ll Do
Location: Scottsdale, AZ
Reports to: Director, Technical Support
Direct Reports: N/A
- Troubleshoot and resolve technical issues related to AXON Hardware and Software products
- Become a subject matter expert in Axon’s product base
- Provide world class support to assist customers with complex issues while maintaining service levels
- Identify and report product bugs and partner with internal departments to help drive resolution
- Use data and customer feedback to identify and surface product insights and trends
- Advocate on behalf of users to optimize and improve our products and user experience
- 2 years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
- Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
- Excellent verbal and written communication skills
- Proficient with Windows operating systems, mobile devices and cloud-based solutions
- Strong comprehension of internet networking and routing
- Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy
- Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
- Ability to manage competing priorities and adapt to changing environments
- Self-driven, able to take ownership, work independently and manage key stakeholder needs
- Bachelor’s Degree
- Experience in Axon applications (Salesforce, MS Dynamics, JIRA, and RingCentral)
- 2 years of experience in networking and telecommunication
- Preference will be given to those with technical support roles related to public safety and government
- Network and telecommunication-specific professional certifications
- System Administration certifications
- Competitive salary and 401k with employer match
- Paid time off
- Robust parental leave policy
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
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.
