Full-Time

Technical Support Engineer

Fusus, Onsite

Posted on 5/31/2024

Axon

Axon

1,001-5,000 employees

Public safety technology and evidence management

Hardware
Aerospace

Junior

Atlanta, GA, USA

Required Skills
Salesforce
JIRA
Splunk
Linux/Unix
Requirements
  • Bachelors Degree in Information Technology, Computer Information Systems, or related required
  • Network and telecommunication-specific professional certifications such as CCNA, CompTIA Network+
  • Minimum of 2 years experience with routing and switching
  • Minimum of 2 years of Technical Support experience
  • Minimum of 1 year of SaaS experience
  • Operational knowledge of virtualization and virtual machines
  • Operational knowledge of computer/server hardware, Linux 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
  • Experience with security camera systems, VMS, DVR, NVR solutions
  • Strong interpersonal skills and the ability to work with multiple teams
  • Ability to work independently with substantial latitude for action and decision
  • Ability to articulate at a technical level appropriate to the circumstance
  • Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications
Responsibilities
  • Work 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 roadmap
  • Join Forces with Axon Teams to triage and prioritize agency change and feature requests
  • Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation
  • Provide frontline email & phone support to customers for complex technical issues
  • Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & email
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training
  • Log & provide detailed notes on each customer interaction
  • Develop knowledge base articles
  • Solve problems effectively in an ever-evolving environment
  • Report bugs and trends to the necessary Axon teams
  • Participate in an on-call rotation for outages or other critical escalations as needed
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
  • Proactively improve knowledge and develop analytical and technical skills

Axon specializes in public safety technologies such as connected cameras, advanced energy weapons, and evidence management software, focusing on enhancing safety and reducing conflicts. Working at this company offers a unique environment committed to high-stakes problem solving and impactful innovation. Employees can take pride in contributing to significant societal benefits, including significant initiatives aimed at reducing gun-related deaths between police and the public, aligning personal goals with broader social impact.

Company Stage

IPO

Total Funding

$246M

Headquarters

Scottsdale, Arizona

Founded

1993

Growth & Insights
Headcount

6 month growth

11%

1 year growth

22%

2 year growth

65%

Benefits

Medical, Dental, Vision

Fitness Programs

Mental Health

Pre-Tax Savings (401k, HSA, FSA)

Annual Bonuses

Stocks

Remote Work

Paid Time Off

Parental Leave

Room to Grow

Leadership Development Program

Learning and Development