Technical Support Engineer, Axon 911

About this role

Axon seeks an experienced Technical Support Engineer to support the Axon 911 emergency response platform, a mission-critical SaaS solution combining modern 911 infrastructure with AI intelligence. You'll troubleshoot complex technical issues, collaborate across teams, and maintain system reliability while ensuring strict SLAs are met.

What you'll do

• Troubleshoot and resolve technical issues for customers and internal teams using the Axon 911 platform
• Diagnose system and logic errors, document bugs, and escalate issues to Engineering teams
• Monitor system performance and reliability using tools like Datadog
• Assess and prioritize urgent technical incidents and serve as primary contact for critical escalations
• Collaborate with development, QA, product, and customer success teams on technical support
• Develop and maintain technical documentation, guides, and knowledge base articles

What they're looking for

• 5+ years Tier-2/Tier-3 technical support experience in SaaS or mission-critical environments
• Networking fundamentals (OSI model, TCP/IP, subnetting, Wireshark)
• VoIP and Unified Communications technologies (SIP, RTP, WebRTC)
• Monitoring tools expertise (Datadog or similar)
• Incident escalation and prioritization
• Cross-functional collaboration and communication
• Troubleshooting complex technical issues
• Knowledge base and documentation development