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Axon

Technical Support Engineer, Axon 911

San Francisco, California, United StatesFrom $106kmidAdded today

About this role

Axon is seeking a Technical Support Engineer (Tier 2+) to support their Axon 911 emergency response platform, a SaaS solution combining modern 911 infrastructure with AI intelligence. You'll troubleshoot complex technical issues, collaborate with engineering teams, and maintain system reliability while adhering to strict SLAs in a mission-critical environment.

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 to engineering with prioritization recommendations
  • Serve as primary point of contact for technical escalations and high-priority incidents
  • Monitor system performance and reliability using tools like Datadog to proactively identify and prevent issues
  • Develop technical articles, troubleshooting guides, and FAQs for the knowledge base
  • Collaborate with development, QA, product, and customer success teams to improve processes and support workflows

What they're looking for

  • Tier 2/3 technical support and troubleshooting in SaaS environments
  • Networking fundamentals (OSI model, TCP/IP, subnetting, packet analysis with Wireshark)
  • VoIP and unified communications technologies (SIP, RTP, WebRTC)
  • Monitoring software expertise (Datadog or similar tools)
  • Incident management and escalation workflow prioritization
  • Cross-functional collaboration and customer communication
  • Cloud infrastructure and SaaS platform support
  • Technical documentation and knowledge base development
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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

  • Describe your experience troubleshooting complex VoIP or unified communications issues in a production SaaS environment
  • How have you used monitoring tools like Datadog to proactively identify and prevent system performance issues?
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