Sr. Technical Support Representative

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. Sr. Technical Support Representative Location: Bucharest, Romania Our mission is to protect life. We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete. It’s a big mission, but it’s one we’ll pursue relentlessly every single day. Your Impact As a senior member of our Technical Support team based in Bucharest, you will help Axon's U.S. and international English-speaking customers resolve complex problems via phone and email. You will work cross-functionally on projects and provide support to improve the overall customer experience. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class experience to our customers, you will drive further adoption of our products and make the world a safer place. What You’ll Do Location: Bucharest, Romania Reports to: Director of International Support Direct Reports: N/A Troubleshoot and resolve technical issues related to AXON Hardware and Software products Become a subject matter expert in Axon’s product base Provide world class support to assist customers with complex issues while maintaining service levels Identify and report product bugs and partner with internal departments to help drive resolution Use data and customer feedback to identify and surface product insights and trends Advocate on behalf of users to optimize and improve our products and user experience What You Bring Bachelor’s Degree preferred or equivalent work experience 2+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems Excellent verbal and written communication skills in English (fluency required) Proficient with Windows operating systems, mobile devices and cloud-based solutions Strong comprehension of internet networking and routing 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 manage competing priorities and adapt to changing environments Self-driven, able to take ownership, work independently and manage key stakeholder needs Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. Preferred Qualifications Bachelor’s Degree Experience in Axon applications (Salesforce, MS Dynamics, JIRA, and RingCentral) 2+ years of experience in networking and telecommunication Preference will be given to those with technical support roles related to public safety and government Network and telecommunication-specific professional certifications S