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Technical Support Engineer I

Technical Support Engineer I role at Axon in Scottsdale, Arizona.
Axon
On-Site
United States
Undisclosed salary
Job Description
Axon is seeking a Technical Support Engineer I to join their team in Scottsdale, Arizona. This role is crucial for providing excellent customer service and resolving technical issues related to Axon's products and services. The ideal candidate will be a self-starter with expertise in customer service, computer networking, cloud solutions, and Windows server administration. They will work closely with law enforcement customers to ensure a stellar experience.

The role involves:
  • Working closely with Law Enforcement customers
  • Triaging and prioritizing agency change and feature requests
  • Providing frontline email & phone support to customers
  • Researching, diagnosing, troubleshooting, and identifying solutions
  • Following up with clients to ensure their systems are fully functional
  • Assisting the tier 1 support team
  • Logging detailed notes on each customer interaction
  • Developing knowledge base articles
  • Solving problems in an ever-evolving environment
  • Reporting bugs and trends to the necessary Axon teams
  • Participating in an on-call rotation
  • Establishing the urgency of issues for each client
  • Proactively improving knowledge and developing analytical and technical skills

Requirements:
  • Bachelor’s degree in Information Technology, Computer Information Systems, or related field
  • Minimum of 3 years of Technical Support experience
  • Minimum of 3 years of SaaS experience
  • Minimum of 3 years of experience with SSO identity providers
  • Entry level routing and switching experience
  • Network and telecommunication-specific professional certifications
  • Operational knowledge of virtualization and virtual machines
  • Operational knowledge of computer/server hardware, operating systems, and storage devices
  • Operational knowledge of redundant storage solutions such as RAID
  • Experience using Secure Shell (SSH)
  • Experience using Splunk, JIRA, and/or Salesforce
  • Well-developed interpersonal skills
  • Ability to work autonomously
  • Must pass a Criminal Justice Information Services (CJIS) background check
  • Handle confidential and highly sensitive information

Axon offers:
  • 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
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Axon

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