Technical Support Engineer (Fusus)

Your Impact

What You’ll Do

• 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 address 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 successfully 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
• Identify 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

What You Bring

• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.
• Must have intellectual curiosity, humility, accountability, and positive approach
• Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc.
• 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
• Solid interpersonal skills and the ability to work with multiple teams to achieve common objectives
• Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.