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Axon

Technical Support Engineer, Axon 911

Scottsdale, Arizona, United StatesmidAdded today

About this role

Axon seeks an experienced Technical Support Engineer (Tier 2+) to support the Axon 911 emergency response platform, troubleshooting complex SaaS infrastructure issues, collaborating with engineering teams, and maintaining strict SLAs for mission-critical public safety systems.

What you'll do

  • Troubleshoot and resolve technical issues for customers and internal teams on the Axon 911 SaaS platform
  • Diagnose system and logic errors, document bugs, and escalate to Engineering with clear prioritization
  • Monitor system performance and reliability using tools like Datadog, proactively identifying potential failures
  • Assess and prioritize urgent technical incidents, serving as expert point of contact for high-priority escalations
  • Collaborate cross-functionally with Development, QA, Product, and Customer Success teams on technical issues
  • Develop and maintain technical knowledge base articles, troubleshooting guides, and FAQs

What they're looking for

  • Tier 2/Tier 3 technical support and complex troubleshooting
  • SaaS infrastructure and cloud platform support
  • Networking concepts (OSI model, TCP/IP, subnetting, Wireshark)
  • VoIP and Unified Communications (SIP, RTP, WebRTC)
  • Monitoring tools (Datadog or similar)
  • Incident escalation and SLA management
  • Cross-functional collaboration and communication
  • Public safety or mission-critical environment experience
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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
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Likely interview questions

  • Walk us through your experience resolving a complex networking issue in a SaaS environment—what was your troubleshooting approach?
  • Tell us about a time you had to collaborate with Engineering to diagnose and fix a critical bug under SLA pressure.
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