Technical Support Engineer, Axon 911

📋 Description

• Cross-team collaboration with dev, QA, Product, and customer success.
• Own customer-reported technical issues; primary contact for escalations.
• Proactively identify and prevent issues; propose improvements to systems.
• Leverage monitoring tools (Datadog or similar) to ensure platform performance.
• Manage escalation workflows to resolve high-priority incidents quickly.
• Develop and update knowledge base articles and troubleshooting guides.

🎯 Requirements

• 5+ years as Technical Support Engineer (Tier 2/3) in SaaS/public safety.
• Networking: OSI model, TCP/IP, subnetting; diagnose latency with Wireshark.
• VoIP & Unified Communications: SIP, RTP, WebRTC; PBX/SBC familiarity.
• Monitoring & Observability: Datadog, Grafana; monitor performance.
• Cloud platforms: AWS, Azure, or Google Cloud Platform.
• Data tools & analytics: derive insights from metrics and logs.

🎁 Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and vision plans
• Learning & Development programs
• Snacks in our offices