Technical Support Engineer, Axon 911
Core
Provide Tier 2+ technical support for the Axon 911 SaaS platform, ensuring reliability and performance for public safety agencies.
Role type
Senior Technical Support Engineer (Tier 2+)
Builds
Axon 911 emergency response platform
Domain
Public safety / Emergency response / SaaS
Deliverable
client delivery
Required skills
Complex technical troubleshooting, Network diagnostics (OSI, TCP/IP, Wireshark), VoIP & Unified Communications (SIP, RTP, WebRTC, PBX, SBC), Cloud infrastructure (AWS/Azure/GCP), Monitoring & Observability (Datadog, Grafana), Incident management & escalation, Technical documentation
Preferred skills
Data analysis from metrics/logs, Agile environment adaptation
Technologies
Datadog, Grafana, AWS, Azure, GCP, Wireshark, SIP, RTP, WebRTC, TCP/IP
Responsibilities
Troubleshoot and resolve complex technical issues for customers and internal teams; Monitor system performance and reliability using observability tools; Act as primary point of contact for technical escalations; Develop and update technical articles and troubleshooting guides; Collaborate with Engineering, QA, and Product teams to prioritize fixes and improve processes.
Seniority
Senior, hands-on IC