Technical Support Engineer - Dedrone by Axon

Mesa, Arizona, United States; Sterling

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.

The Technical Support Engineer provides 1st and 2nd 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.

Location: Sterling, VA or Mesa, AZ offices Reports to: Manager, Technical Support Dedrone by Axon

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

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

Fluent English & Spanish

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.