Technical Support Engineer

1 Month ago • All levels • Software Development & Engineering

Job Summary

Job Description

Dedrone by Axon is seeking a Technical Support Engineer to provide second and third-level support to customers and partners worldwide. Responsibilities include developing a deep understanding of Airspace Security Solutions, diagnosing and troubleshooting software and hardware issues, owning customer issues through resolution, and documenting technical knowledge. The role involves taking part in on-call support and weekend coverage. This is a customer-focused, technical role requiring excellent communication skills, troubleshooting abilities, and a strong sense of ownership.
Must have:
  • Excellent troubleshooting skills
  • Proficiency in networks and Linux
  • Strong sense of ownership and urgency
  • Ability to work in a team and share knowledge
  • Excellent communication skills
  • Willingness to travel
  • Knowledge of UAV protocols
  • Basic understanding of RF technology
  • Basic understanding of cloud computing
  • Pass CJIS background check
  • US Citizenship required
Good to have:
  • Bachelor's degree in computer science or related field
  • Previous customer support experience
  • Drone pilot license in the future
Perks:
  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
  • Office snacks

Job Details

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Technical Support Engineer provides 2nd and 3rd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customer’s satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals.

What You’ll Do 
Location: Sterling, VA or Mesa, AZ offices
Reports to: Director, Customer Support and Service – Dedrone by Axon
Direct Reports: 0

  • Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
  • Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers
  • Research and identify solutions to resolve software and hardware issues
  • Diagnosing and troubleshoot technical issues, including account setup and network configuration
  • Take ownership of customer issues reported and seeing problems through to resolution
  • Track internal and external requests and technical issues to resolution, within agreed time limits
  • Update, maintain and monitor our customer systems as a full service
  • Ensure all requests and issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in form of notes and manuals
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Work with engineering and development teams to perform root cause analysis
  • Take part in On-call Support and weekend coverage

What You Bring

  • 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 to be able to identify and quickly resolve issues
  • 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 with the ability to provide advice to non-technically aware customers
  • 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 and maintain confidential and highly sensitive information.
  • US Citizenship is required with the ability to obtain US Government security clearance

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.

Similar Jobs

Epic Games - Gameplay Systems Programmer, Fortnite

Epic Games

Cary, North Carolina, United States (On-Site)
6 Months ago
MSKC GAME STUDIO   - Game Artist

MSKC GAME STUDIO

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Take-Two Interactive - HR Technology Analyst

Take-Two Interactive

London, England, United Kingdom (On-Site)
3 Months ago
Haptic  - Game Designer

Haptic

Sweden (On-Site)
7 Months ago
Flow - Engineering Manager

Flow

Palo Alto, California, United States (Hybrid)
9 Months ago
Optiv - SailPoint Engineer - TS/SCI with CI Poly

Optiv

Herndon, Virginia, United States (On-Site)
2 Months ago
Alten Technology - Vehicle Battery Engineer

Alten Technology

Princeton, Indiana, United States (On-Site)
3 Weeks ago
Apple - Spatial Text Input Software Engineer

Apple

Sunnyvale, California, United States (On-Site)
1 Month ago
Tencent - Client-Side Development Engineer for 3A Stylized Realistic Shooting Project

Tencent

Shenzhen, Guangdong Province, China (On-Site)
2 Months ago
ALTEN - Stage Innovation: Logistics Engineer

ALTEN

Toulouse, Occitanie, France (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

nekki game - 3D Animator

nekki game

(Remote)
1 Month ago
Instawork - QA Automation Engineer

Instawork

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
bytedance - Software Engineer in ML Engineering Platform

bytedance

Seattle, Washington, United States (On-Site)
9 Months ago
Rackspace Technology - Senior Solution Architect (Applications)

Rackspace Technology

England, United Kingdom (Hybrid)
2 Months ago
Siemens  - Enterprise Architect

Siemens

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Toku - Payroll Operations Specialist

Toku

Mumbai, Maharashtra, India (Remote)
6 Months ago
NetEase Games - International Tax Manager (SG)

NetEase Games

(On-Site)
5 Months ago
Apple - Software Engineer - System Scheduling Performance

Apple

San Diego, California, United States (On-Site)
1 Month ago
WebFX - Jr. Paid Search Specialist

WebFX

Harrisburg, Pennsylvania, United States (On-Site)
9 Months ago
Adyen - Senior Partner Solutions Engineer

Adyen

Mexico City, Mexico (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Mesa, Arizona, United States

bytedance - Software Engineer in Machine Learning Systems

bytedance

San Jose, California, United States (On-Site)
9 Months ago
Next Level Business Services - SAP HANA and BOBJ Security Consultant

Next Level Business Services

Cincinnati, Ohio, United States (On-Site)
9 Months ago
WebMD - Sr. Product Manager

WebMD

Atlanta, Georgia, United States (On-Site)
4 Months ago
Everi - Senior QA Analyst

Everi

Boulder, Colorado, United States (Remote)
1 Month ago
PayPal - Fraud Science Data Engineer

PayPal

Scottsdale, Arizona, United States (Hybrid)
2 Months ago
Zinnia - Revenue Operations Manager (GTM Systems)

Zinnia

Greenwich, Connecticut, United States (Hybrid)
3 Weeks ago
Sailpoint - Principal SRE (Site Reliability Engineer)

Sailpoint

United States (Remote)
3 Months ago
bytedance - Student Researcher (Doubao (Seed) - Foundation Model AI Platform) - 2025 Start (PhD)

bytedance

San Jose, California, United States (On-Site)
9 Months ago
Spellbrush - Front-End Engineer (Anime)

Spellbrush

San Francisco, California, United States (On-Site)
4 Months ago
Jam City - Senior Compensation Analyst

Jam City

Culver City, California, United States (On-Site)
1 Year ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Alten Technology - Controls Software Engineer

Alten Technology

Indianapolis, Indiana, United States (On-Site)
2 Months ago
The Walt Disney Company - Mechanical Engineer (Field)

The Walt Disney Company

Île-de-France, France (On-Site)
1 Month ago
Tesla - Electrical Engineer

Tesla

Rhineland-Palatinate, Germany (On-Site)
5 Months ago
Capgemini - Powerflex Engineer

Capgemini

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Canva - Engineering Manager (FE) - Web Workflows

Canva

Auckland, Auckland, New Zealand (Remote)
2 Months ago
Qualcomm - Display Engineer

Qualcomm

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Qualcomm - Sr Staff or Principal Thermal Engineer, Server Packaging

Qualcomm

San Diego, California, United States (On-Site)
2 Months ago
version 1 - kdb+ Engineer

version 1

London, England, United Kingdom (On-Site)
3 Months ago
Tesla - Plastic Shop Project Engineer Intern

Tesla

Brandenburg, Germany (On-Site)
5 Months ago
easy games - Senior Software Engineer

easy games

San Diego, California, United States (Remote)
11 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Scottsdale, Arizona, United States (On-Site)

Scottsdale, Arizona, United States (On-Site)

Seattle, Washington, United States (Hybrid)

Sterling, Virginia, United States (Hybrid)

Denver, Colorado, United States (Hybrid)

Scottsdale, Arizona, United States (Hybrid)

Boston, Massachusetts, United States (On-Site)

Seattle, Washington, United States (On-Site)

Sterling, Virginia, United States (Hybrid)

San Francisco, California, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Axon

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug