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Technical Support Engineer - Dedrone by Axon

Technical Support Engineer providing 2nd and 3rd level support.
Axon
On-Site
United States
Undisclosed salary
Job Description
The Technical Support Engineer role at Dedrone by Axon involves providing 2nd and 3rd level support to customers and partners globally. The engineer will diagnose, troubleshoot, and resolve technical issues related to hardware and software, ensuring customer satisfaction. This role requires excellent communication skills and a customer-focused approach.

Responsibilities include:
  • Developing a complete understanding of Airspace Security Solutions by Dedrone by Axon.
  • Providing 2nd and 3rd level support for the Dedrone by Axon Product Family.
  • Researching and identifying solutions to resolve software and hardware issues.
  • Diagnosing and troubleshooting technical issues, including account setup and network configuration.
  • Taking ownership of customer issues and seeing problems through to resolution.
  • Tracking internal and external requests and technical issues to resolution.
  • Updating, maintaining, and monitoring customer systems.
  • Prioritizing and managing several open issues at one time.
  • Documenting technical knowledge in form of notes and manuals.
  • Following standard procedures for proper escalation of unresolved issues.
  • Working with engineering and development teams to perform root cause analysis.
  • Taking part in On-call Support and weekend coverage.

Requirements include:
  • Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience preferred.
  • Previous practical work experience in the field of customer support.
  • Excellent troubleshooting skills at all levels.
  • Very good knowledge in networks and Linux.
  • Strong sense of ownership and urgency.
  • Ability to work well in a team and enjoy knowledge sharing.
  • Excellent communication skills.
  • Willing and able to travel.
  • Good knowledge about consumer UAV protocols and standards.
  • Basic knowledge and understanding of RF technology.
  • Basic understanding of cloud computing solutions.
  • Drone pilot license in future.
  • Must pass a Criminal Justice Information Services (CJIS) background check.
  • US Citizenship is required with the ability to obtain US Government security clearance.

Benefits offered:
  • Competitive salary
  • 401k with employer match
  • Discretionary paid time off
  • Paid parental leave
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
  • Snacks in offices
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Axon

Axon develops and manufactures digital evidence management software, conducted electrical weapons, body-worn cameras, and digital evidence management solutions. The company applies technical solutions to public safety challenges, serving both public and private sectors globally. Axon focuses on innovation and is committed to protecting life through its products and services. The company emphasizes a collaborative work environment, seeking to make a meaningful impact in the world.

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