Axon
Technical Support Engineer (Onsite) - Peachtree Corners, GA
Axon, Atlanta, Georgia, United States, 30383
Join Axon and be a Force for Good.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact: Axon is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.What You'll Do
Location:
Onsite atPeachtree Corners, Georgia, United StatesReports to:
Manager of Technical SupportDirect Reports:
0Work closely with Law Enforcement customers to ensure a stellar experience with Axon's Fusus products & services.Become an expert on the Fusus solution, available apps, APIs, and roadmapJoin Forces with Axon Teams to triage and prioritize agency change and feature requestsLead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.Provide frontline email & phone support to customers for complex technical issuesResearch, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & emailFollow up with clients to ensure their systems are fully functional after troubleshootingAssist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and trainingLog & provide detailed notes on each customer interactionDevelop knowledge base articlesSolve problems effectively in an ever-evolving environmentReport bugs and trends to the necessary Axon teamsParticipate in an on-call rotation for outages or other critical escalations as neededDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clientsProactively improve knowledge and develop analytical and technical skillsMust pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.What You BringBachelor's degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.Must have intellectual curiosity, humility, accountability, and positive approachNetwork and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc.Minimum of 2 years experience with routing and switchingMinimum of 2 years of Technical Support experienceMinimum of 1 year of SaaS experienceOperational knowledge of virtualization and virtual machinesOperational knowledge of computer/server hardware, Linux operating systems, and storage devicesOperational knowledge of redundant storage solutions such as RAIDExperience using Secure Shell (SSH)Experience using Splunk, JIRA, and/or SalesforceExperience with security camera systems, VMS, DVR, NVR solutionsStrong interpersonal skills and the ability to work with multiple teams to achieve common objectivesAbility to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effortAbility to articulate at a technical level appropriate to the circumstance - i.e. for clients with varying levels of IT knowledge and skillsetBenefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay and bonus. The starting base pay for this role is between USD 52,000 in the lowest geographic market and USD 78,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact: Axon is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.What You'll Do
Location:
Onsite atPeachtree Corners, Georgia, United StatesReports to:
Manager of Technical SupportDirect Reports:
0Work closely with Law Enforcement customers to ensure a stellar experience with Axon's Fusus products & services.Become an expert on the Fusus solution, available apps, APIs, and roadmapJoin Forces with Axon Teams to triage and prioritize agency change and feature requestsLead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.Provide frontline email & phone support to customers for complex technical issuesResearch, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & emailFollow up with clients to ensure their systems are fully functional after troubleshootingAssist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and trainingLog & provide detailed notes on each customer interactionDevelop knowledge base articlesSolve problems effectively in an ever-evolving environmentReport bugs and trends to the necessary Axon teamsParticipate in an on-call rotation for outages or other critical escalations as neededDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clientsProactively improve knowledge and develop analytical and technical skillsMust pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.What You BringBachelor's degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.Must have intellectual curiosity, humility, accountability, and positive approachNetwork and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc.Minimum of 2 years experience with routing and switchingMinimum of 2 years of Technical Support experienceMinimum of 1 year of SaaS experienceOperational knowledge of virtualization and virtual machinesOperational knowledge of computer/server hardware, Linux operating systems, and storage devicesOperational knowledge of redundant storage solutions such as RAIDExperience using Secure Shell (SSH)Experience using Splunk, JIRA, and/or SalesforceExperience with security camera systems, VMS, DVR, NVR solutionsStrong interpersonal skills and the ability to work with multiple teams to achieve common objectivesAbility to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effortAbility to articulate at a technical level appropriate to the circumstance - i.e. for clients with varying levels of IT knowledge and skillsetBenefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay and bonus. The starting base pay for this role is between USD 52,000 in the lowest geographic market and USD 78,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.