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Axon

Technical Support Engineer, Axon 911

Sterling, Virginia, United StatesmidAdded today

About this role

Axon is seeking a Technical Support Engineer (Tier 2+) to support the Axon 911 emergency response platform, troubleshooting complex technical issues, managing customer escalations, and collaborating with engineering teams to ensure platform reliability and performance in a mission-critical SaaS 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 teams for prioritization
  • Manage high-priority incident escalations with timely communication to minimize customer downtime
  • Monitor system performance and infrastructure health using tools like Datadog to proactively prevent issues
  • Develop and maintain technical documentation, troubleshooting guides, and knowledge base articles
  • Collaborate cross-functionally with Engineering, QA, Product, and Customer Success teams

What they're looking for

  • Tier 2/Tier 3 technical support in SaaS or mission-critical environments
  • Networking fundamentals (OSI model, TCP/IP, subnetting, Wireshark)
  • VoIP and Unified Communications (SIP, RTP, WebRTC)
  • Monitoring and observability tools (Datadog or similar)
  • Incident management and escalation workflow expertise
  • Troubleshooting complex technical systems and infrastructure
  • Cloud-based SaaS platform support
  • Technical writing and knowledge base documentation
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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
View all jobs at Axon

Likely interview questions

  • Can you walk us through a complex technical issue you resolved as a Tier 2/Tier 3 support engineer and how you coordinated with engineering teams?
  • Describe your experience with VoIP technologies and how you've troubleshot SIP, RTP, or WebRTC issues in production environments.
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