Technical Support Representative
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.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
*Axon requires employees be vaccinated against COVID-19 as a condition of employment, unless a medical or religious accommodation is approved. As such, newly hired employees will be required to provide proof of their COVID-19 vaccination.
Your Impact
The Technical Support Representative provides first class technical support to Axon customers through multiple communication channels which may include email and phones. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.
What You’ll Do
Location: Remotely from Scottsdale, AZ
Hours: Tuesday - Saturday
- Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon related questions.
- Build and maintain subject matter expertise of all Axon products, solutions, and policies.
- Assist customers
- Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.
What You Bring
- 3+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
- Excellent verbal and written communication skills (fluency in multiple languages a plus).
- Passion for helping people and solving problems
- Proficient with Windows operating systems, mobile devices and cloud-based solutions.
- Strong comprehension of internet networking and routing
- Strong analytical/troubleshooting skills
- Proficiency with Microsoft Office
- Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy
- Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
- Ability to perform assigned tasks and projects quickly, accurately, and professionally
- Self-driven, ability to work independently and actively seeks out team needs and solution
- Experience in Axon applications (Salesforce, MS Dynamics, JIRA, InContact, and RingCentral)
- 2+ years of experience in networking and telecommunication. Preference will be given to those with technical support roles, in particular to public safety and government
- Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc.
- System Administration certifications, such as but not limited to: MCSA: Windows Server, CompTIA Server+, etc.
- Experience using Splunk
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
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 our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
NOTE: The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.