Federal Field Service Engineer

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.

Location: Washington DC Area/Remote (Up to 70% travel)

Reports into the Manager of Field Deployment Engineer, Federal

Your Impact

Are you a techie and a self-starter who is always on the lookout for issues? Can you come up with novel solutions to new challenges and processes that don’t have an apparent or obvious answer?

If so, being our Federal Support Engineer is perfect for you! You are an authority on all Axon products & services, and onsite “embedded” with a law enforcement agency providing support Monday through Friday. Given how critical your role is, you will also be ready to be called on by the agency for help at any moment. You are the “boots on the ground,” primary point of support, that may include deploying the next new system to getting the troops schooled up on the latest products.

 

Your Day-to-Day

• Setup and deployment of all Axon Products (SW, Apps and Devices)
• Maintaining the Agency’s Evidence.com account
• Conducting on-site trainings on new features and products for the agency’s leadership team(s)
• Thoroughly documenting issues and workflows and suggesting new workflows to improve effectiveness of the Axon program
• Providing on-site, tier 1 and tier 2 technical support for Axon products and their supporting infrastructures
• Proactively monitoring the health of Axon equipment and providing “white glove” RMA support
• Recording and tracking agency feature requests and major bugs 
• Connecting the Agency to “Early Access” programs for new products

Basic Qualifications

• US Citizenship
• Minimum of 4 years in a customer facing/technical support (troubleshooting) role
• Minimum of 3 years of networking experience working with governmental or Enterprise-level customers
• Single Scope Background Investigation
• Strong and proven track record of successfully managing customer relationships and technical projects
• Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
• Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
• Experience with Reverse Engineering, searching logs and root cause analysis
• Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Knowledge of computer hardware (i.e. server deployment), operating systems, and storage devices
• Unmatched analytical, strategic and creative problem-solving skills
• Excellent interpersonal skills with strong written and verbal communication
• Ability to effectively communicate with various people including customers, colleagues, and across departments
• Detail oriented with excellent organizational and time management skills

Preferred Qualifications

• JIRA, and Microsoft Dynamics knowledge
• Knowledge of CCTV, VMS, and IP cameras
• Experience working closely with a sales and support team
• Experience working and supporting law enforcement or the military

 Benefits that Benefit You:

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Robust parental leave policy
• An award-winning office/working environment
• Ride along with police officers to see them use our technology and get inspired
• And more...

The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 69,458 in the lowest geographic market and USD 111,132 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.