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Technical Support Engineer I at Axon | Atlanta, Georgia

AxonAtlanta, Georgia, United States
Hybrid Full-time $56.6K/yr - $90.6K/yr

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What You’ll DoLocation: Atlanta, GA - Hybrid - 4 days onsite Tuesday - FridayReports to: Manager, Technical SupportCollaborate closely with Law Enforcement customers to ensure exceptional experiences with Axon’s Fusus products and services. Become a subject matter expert on the Fusus solution, including available applications, APIs, and future developments. Partner with Axon Teams to assess and prioritize agency changes and feature requests. Conduct consultative Solution Audits for prospects, including thorough network analysis, device discovery, and documentation. Deliver frontline support via email and phone for intricate technical issues. Investigate, diagnose, troubleshoot, and resolve Axon device and system issues directly with customers through phone and email correspondence. Follow up with clients to confirm their systems are fully operational post-troubleshooting. Support the tier 1 support team by answering inquiries, assisting in troubleshooting, and providing training. Document and log detailed notes on each customer interaction. Create knowledge base articles to enhance team resources. Effectively resolve problems in a constantly evolving environment, reporting bugs and trends to the appropriate Axon teams. Participate in an on-call rotation for outages or other critical escalations as required. Assess the urgency of client issues to prioritize them appropriately.

About the job

Join Axon and be a Force for Good.

At Axon, we’re dedicated to Protecting Life. Our mission drives us to tackle society’s most pressing safety and justice challenges through our innovative devices and cloud software. We believe in collaboration and communication, valuing diverse perspectives from our customers, communities, and team members.

Working at Axon means being part of a dynamic and impactful environment where your contributions truly make a difference. Here, you’ll seize opportunities to lead change and continuously grow as you pursue a meaningful mission at a company that values you.

Your Impact

Axon is in search of a motivated and skilled Technical Support Engineer who is passionate about customer service, proficient in computer networking, knowledgeable in cloud solutions, and adept in Linux systems administration. This pivotal role involves addressing critical and escalated issues, where we seek a self-motivated individual who thrives in a fast-paced, innovative startup atmosphere focused on law enforcement and excels at troubleshooting technical challenges.

About Axon

Axon is a leader in public safety technology, dedicated to creating innovative solutions that empower law enforcement agencies to effectively protect and serve their communities. Our commitment to excellence drives us to continuously improve and expand our ecosystem of devices and cloud-based software.

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