What are the responsibilities and job description for the Technical Support Engineer (Onsite) - Peachtree Corners, GA position at Axon?
Your Impact:
Axon is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.
What You’ll Do
Location: Onsite at Peachtree Corners, Georgia, United States
Reports to: Manager of Technical Support
Direct Reports: 0
- Work closely with Law Enforcement customers to ensure a stellar experience with Axon’s Fusus products & services.
- Become an expert on the Fusus solution, available apps, APIs, and roadmap
- Join Forces with Axon Teams to triage and prioritize agency change and feature requests
- Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.
- Provide frontline email & phone support to customers for complex technical issues
- Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & email
- 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 & provide detailed notes on each customer interaction
- Develop knowledge base articles
- Solve problems effectively in an ever-evolving environment
- Report bugs and trends to the necessary Axon teams
- Participate in an on-call rotation for outages or other critical escalations as needed
- 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
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.
What You Bring
- Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
- Must have intellectual curiosity, humility, accountability, and positive approach
- Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network , etc.
- Minimum of 2 years experience with routing and switching
- Minimum of 2 years of Technical Support experience
- Minimum of 1 year of SaaS experience
- Operational knowledge of virtualization and virtual machines
- Operational knowledge of computer/server hardware, Linux operating systems, and storage devices
- Operational knowledge of redundant storage solutions such as RAID
- Experience using Secure Shell (SSH)
- Experience using Splunk, JIRA, and/or Salesforce
- Experience with security camera systems, VMS, DVR, NVR solutions
- Strong interpersonal skills and the ability to work with multiple teams to achieve common objectives
- 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 articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
Benefits that Benefit You
- 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
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay and bonus. The starting base pay for this role is between USD 52,000 in the lowest geographic market and USD 78,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
