Technical Support Engineer II

About this role

Axon seeks a Technical Support Engineer II to provide first and second-level support for Dedrone airspace security solutions to customers and field engineers worldwide. The role combines hardware and software troubleshooting with customer service, requiring strong technical expertise and the ability to manage multiple issues simultaneously while meeting performance targets.

What you'll do

• Provide 1st and 2nd level technical support for Dedrone by Axon product family
• Diagnose and troubleshoot software, hardware, network configuration, and account setup issues
• Research solutions and drive customer issues to resolution within agreed timeframes
• Track, document, and escalate unresolved issues to engineering teams for root cause analysis
• Monitor and maintain customer systems, manage multiple concurrent tickets, and participate in on-call coverage
• Create technical documentation and knowledge resources

What they're looking for

• Troubleshooting and problem-solving across hardware and software systems
• Linux and networking knowledge
• Customer support and communication with non-technical users
• UAV protocols and standards familiarity
• RF technology understanding
• Cloud computing solutions knowledge
• Issue tracking and documentation
• Team collaboration and knowledge sharing

Benefits

• Competitive salary with 401k employer match
• Discretionary paid time off and paid parental leave
• Medical, dental, and vision insurance coverage
• Fitness programs and mental wellness support
• Learning and development opportunities
• Employee resource groups and office perks