Technical Support Engineer I

<div class="content-intro"><h4><strong>Join Axon and be a Force for Good.</strong></h4> <p>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.<br><br>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.</p></div><p><strong>Your Impact </strong></p> <p>AXON is seeking a high-energy, experienced Technical Support Engineer with expertise in customer service, computer networking, cloud solutions, Linux systems administration. This individual will play an instrumental role in supporting critical and escalated issues. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, and thrives on resolving technical issues.</p> <p><strong><br>What You’ll Do </strong></p> <p><strong>Location: </strong>Atlanta, GA - Hybrid - 4 days in-office required<br><strong>Reports to: </strong>Manager, Technical Support</p> <ul> <li>Work closely with Law Enforcement customers to ensure a stellar experience with Axon’s Fusus products &amp; services.</li> <li>Become an expert on the Fusus solution, available apps, APIs, and roadmap</li> <li>Join Forces with Axon Teams to triage and prioritize agency change and feature requests</li> <li>Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.</li> <li>Provide frontline email &amp; phone support to customers for complex technical issues</li> <li>Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone &amp; email</li> <li>Follow up with clients to ensure their systems are fully functional after troubleshooting</li> <li>Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training</li> <li>Log &amp; provide detailed notes on each customer interaction</li> <li>Develop knowledgebase articles</li> <li>Solve problems effectively in an ever-evolving environment* Report bugs and trends to the necessary Axon teams</li> <li>Participate in an on-call rotation for outages or other critical escalations as needed</li> <li>Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of ass