Technical Support Engineer II

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 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. What You’ll Do Location: Sterling, VA or Mesa, AZ offices - 4 days in-office required Reports to: Manager, Technical Support – Dedrone by Axon Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon Provide 1st and 2nd 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 What You Bring 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 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 Employee Resource Groups (ERGs) 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 ever