Software Support Engineer (Remote)

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

Axon is seeking a motivated and experienced Software Support Engineer with expertise in customer service and troubleshooting. You will join our growing Software Support team and work directly with Support Engineers, Analysts, and cross-department engineering teams, laser focused on Records, Standards and Dispatch issues.

As a Software Support Engineer, you will contribute directly to our mission to improve the productivity of our customers by troubleshooting, solving, and triaging a variety of technical bugs and requests through customer tickets. You will also be the face of Axon as you interact with our customers through various channels.

What You'll Do

Location: Remote in the United States - up to 5% travel
Reports to: Tier 2 Lead, Software Support Engineering

• Customer service
• Must effectively communicate with customers via ticket feeds, email, and virtual webinar/zoom sessions.
• Expected to embody our Axon Values when interacting with internal and external customers
• Configuration support & troubleshooting
• Assists with front-end & back-end environmental updates for all Axon Records, Standards, and Dispatch products and services
• Sustain a high level of Axon software product-knowledge
• Provides help to internal stakeholders to address any general requests, configuration updates, and/or system issues
• Conducts detailed internal investigations when triaging customer support tickets
• Maintains thorough troubleshooting protocols across all customer support tickets
• Ticket management and prioritization
• Direct engagement with the customer to establish priority issues/requests
• Gather and report accurate details of complex software bugs
• Notes a running log of activity on all customer support tickets
• May initiate Incident-Response protocols across SWSS Engineering teams during standard business hours
• Participate in on-call shifts
• Added to the on-call rotation with shifts lasting 7 days
• Expected to be available at all times during the on-call shift
• Monitors after hours support queues and communication channels for critical issues and housekeeping
• May initiate Incident-Response protocols across SWSS Engineering teams outside of standard business hours
• Actively contributes to Tier 2 SOP and documentation improvements
• Submits knowledge articles for company use
• Updates existing knowledge articles as needed
• Drives process updates based off of assigned projects and initiatives
• Trains and mentors new Software Support Engineers and team-members
• Direct engagement with the new-hire for up to 3 months (“YODA” Resource)
• Tracks new-hire’s progress and ensures a successful ramp-up period
• Personal Growth
• Participates in 1+ hours of training and upskilling, monthly
• Active Participation in team meetings

What You Bring

• Bachelor's Degree in a technical or quantitative field, OR graduate of coding boot camp, OR 3+ years of technical experience in related field
• 3+ years of support experience for cloud-based products or general customer service experience
• Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues
• Proficiency reading & writing in JSON
• Skilled in at least one scripting language like Python preferred
• Experience solving complex technical problems and leading support related projects
• Experience with tools like Splunk, Mixpanel, and Azure
• Knowledge of ticket management systems like Jira and Salesforce
• Experience working within the Law Enforcement/Public Safety space is a plus
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for a