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Axon

Technical Support Engineer, Axon 911

New York, New York, United StatesFrom $129kmidAdded 1 month ago

About this role

Axon seeks an experienced Technical Support Engineer to support the Axon 911 emergency response platform, a mission-critical SaaS solution combining modern 911 infrastructure with AI intelligence. You'll troubleshoot complex technical issues, collaborate across teams, and maintain system reliability while ensuring strict SLAs are met.

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 issues to Engineering teams
  • Monitor system performance and reliability using tools like Datadog
  • Assess and prioritize urgent technical incidents and serve as primary contact for critical escalations
  • Collaborate with development, QA, product, and customer success teams on technical support
  • Develop and maintain technical documentation, guides, and knowledge base articles

What they're looking for

  • 5+ years Tier-2/Tier-3 technical support experience in SaaS or mission-critical environments
  • Networking fundamentals (OSI model, TCP/IP, subnetting, Wireshark)
  • VoIP and Unified Communications technologies (SIP, RTP, WebRTC)
  • Monitoring tools expertise (Datadog or similar)
  • Incident escalation and prioritization
  • Cross-functional collaboration and communication
  • Troubleshooting complex technical issues
  • Knowledge base and documentation development
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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 how you've diagnosed and resolved a complex networking issue in a SaaS environment, and what tools like Wireshark or Datadog did you use?
  • Tell us about your experience with VoIP technologies and unified communications—have you troubleshot SIP, RTP, or WebRTC issues before?
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