Axon
Technical Support Engineer
About this role
Axon seeks a Technical Support Engineer to deliver 2nd and 3rd level support for Dedrone airspace security solutions to customers worldwide. You'll diagnose and resolve hardware and software issues, manage customer escalations, and collaborate with engineering teams to drive continuous improvement in service quality.
What you'll do
- Provide 2nd and 3rd level technical support for Dedrone by Axon product family to field engineers and customers globally
- Research, diagnose, and troubleshoot hardware and software issues including network configuration and account setup
- Take ownership of customer issues and drive resolution within agreed timeframes while tracking requests in support systems
- Perform root cause analysis with engineering and development teams on complex technical problems
- Document technical knowledge and maintain customer systems as part of full-service support
- Participate in on-call support and weekend coverage rotation with proper escalation procedures
What they're looking for
- Troubleshooting and diagnostic skills across hardware and software systems
- Linux and network administration knowledge
- Customer support and technical communication with non-technical users
- UAV protocols and standards familiarity
- RF (radio frequency) technology understanding
- Cloud computing solutions knowledge
- Problem ownership and time management
- Documentation and knowledge management
Benefits
- Competitive salary with 401k employer match
- Discretionary paid time off
- Paid parental leave for all employees
- Medical, dental, and vision insurance plans
- Fitness programs and emotional wellness support
- Learning and development opportunities
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Axon
Axon builds software and technology solutions for public safety agencies, including cloud and on-premises platforms for emergency communications, case management, and operational workflows. The company is hiring Implementation Engineers, Mission Engineers, Maintenance Engineers, and Integration Engineers to deploy these systems, optimize client integrations, and ensure reliable operations across diverse public safety environments.
- Website
- axon.com
Likely interview questions
- Walk us through your experience troubleshooting complex hardware and software issues in a customer-facing support environment.
- How have you handled managing multiple urgent customer issues simultaneously while maintaining service quality?