Customer Support 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.

Customer Support Engineer II

Your Impact
You will provide first class technical support to Axon customers through multiple communication channels which may include, but are not limited to, email, phone, social media, web chat and community forums. You will be in a customer-focused, technical (hardware and software) related support position with responsibilities for meeting or exceeding performance and quality goals.


Location: Remotely in the US
Reports to: Director, Federal Operations
Direct Reports: 0

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software (download / installation / registration / performance), billing issues, returning damaged devices, and other Axon related questions
• Build and maintain subject matter expertise of all Axon products and solutions as well as pricing and policies
• Report bugs and trends to the necessary Axon teams
• Send process or performance improvement suggestions to your Technical Support Manager
• Provide customers with a great experience via phone and / or email

What You Bring

• 2+ years of customer service experience in supporting software, hardware, web-based solutions, or e-commerce platforms
• Bachelor’s Degree
• Proficient with Windows operating systems, mobile devices and cloud-based solutions.
• Experience in Axon used applications (Salesforce, MS Dynamics, Nexternal, JIRA, InContact, Lync, and Zendesk)
• Strong analytical and troubleshooting skills including a strong comprehension of internet networking and routing
• Proficiency with Microsoft Office
• Any service certifications
• Experience in Axon used applications (Salesforce, MS Dynamics, Nexternal, JIRA, InContact, Lync, and Zendesk)
• Any technical or networking certifications
• Fluency in multiple languages
• Excellent interpersonal skills
• Strong verbal and written communication ability including active listening, conflict resolution & customer empathy.
• Passionate for helping people and solving problems
• You can perform assigned tasks and projects quickly, accurately, and expertly
• You love having autonomy, and can work independently while actively seeking out your team for additional questions and solutions

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 real police officers in real life situations, see them use technology, get inspired
• And more...

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

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 68,000 in the lowest geographic market and USD 113,000 in the highest geographic market. The on target earnings range for this role is between USD 70,000 in the lowest geographic market and USD 125,000 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.com/careers/benefits (http://www.axon.com/careers/benefits).

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