Axon
Technical Support Engineer, Axon 911
About this role
Axon seeks a Tier 2+ Technical Support Engineer to support the Axon 911 platform—a cloud-based emergency response system combining modern 911 infrastructure with AI intelligence. You'll troubleshoot complex technical issues, work across teams to resolve customer problems, and help ensure platform reliability and performance while adhering to strict SLAs.
What you'll do
- Troubleshoot and resolve technical issues reported by customers and internal teams; serve as primary escalation point for high-priority incidents
- Monitor system performance and reliability using tools like Datadog; proactively identify and resolve performance, connectivity, and hardware issues
- Collaborate with Engineering, QA, Product, and Customer Success teams to diagnose bugs, document findings, and communicate fixes
- Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base articles
- Assess and prioritize urgent technical issues using escalation workflows; minimize downtime through timely communication and resolution
- Identify process and system improvements; propose and implement solutions to enhance efficiency and customer experience
What they're looking for
- Tier 2/Tier 3 technical support in SaaS or mission-critical environments
- Networking fundamentals: OSI model, TCP/IP, subnetting, packet analysis (Wireshark)
- VoIP and Unified Communications: SIP, RTP, WebRTC
- Cloud infrastructure and SaaS platform troubleshooting
- Monitoring and observability tools such as Datadog
- Incident management and escalation workflows
- Technical documentation and knowledge base creation
- Cross-functional collaboration and problem-solving
Opens the official application on the employer’s site. No login required.
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
- Tell us about a complex technical issue you resolved in a Tier 2/Tier 3 support role and how you collaborated with engineering teams to prioritize the fix.
- Describe your experience troubleshooting networking issues in a cloud-based SaaS environment and the tools you've used (e.g., Wireshark, Datadog).