Priority Support Engineer I

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 As a Priority Support Engineer, you’re not just resolving technical issues — you’re a trusted advisor and escalation authority for Axon’s most critical customers. You’ll have the autonomy to assess complex, high-impact cases, make real-time decisions to stabilize customer operations, and drive cross-functional efforts that shape how Axon delivers world-class support. You’ll act as the bridge between frontline support, higher support tiers, engineering, and product teams — using your technical acumen and customer insight to influence product improvements, operational workflows, and service-level strategies. Your independent judgment and ownership mindset will directly impact customer trust, product adoption, and Axon’s brand reputation in the field. This role offers high ownership and autonomy. Engineers are trusted to make informed decisions in complex, ambiguous situations, prioritize high-value work, and serve as technical SMEs for Axon’s most strategic customers. Candidates must be sharp, adaptable, and unstoppable: capable of navigating high-pressure environments with confidence and clarity. What You’ll Do Location: Candidates must be located in the following locations: Scottsdale, AZ Reports to: Manager, Technical Support Case Ownership: Full lifecycle ownership of support cases for designated high-priority customers, including triage, prioritization, resolution, and follow-up. Independent Judgment: Empowered to make real-time decisions regarding escalation paths, interim solution, and technical approaches based on severity and customer impact. Defined Goal Execution: Operate with broad autonomy once objectives are defined (e.g., resolution efficiency, escalation reduction), with latitude in selecting methods and tools to meet outcomes. Subject Matter Expertise: Act as a technical SME across specific product domains; contribute to Tier 1 enablement, documentation, and internal training as needed. Process Adaptability: Authorized to adapt standard procedures when warranted by situational demands, provided decisions align with core support and customer service objectives. Ambiguity Management: Expected to take initiative in undefined or novel scenarios, identifying risks and acting proactively with minimal or no direction. This role assumes a high degree of trust and requires consistency in decision-making, accountability for outcomes, and alignment with team-wide quality and communication standards. What You Bring 2+ years technical support experience in complex software, hardware, or cloud-based environments Proven ability to exercise independent judgment and make time-sensitive decisions in ambiguous, high-stakes situations Deep technical aptitude in Windows environments, networking, mobile ecosystems, and cloud applications Exceptional communication and interpersonal skills with ability to adapt language and approach for audiences ranging from IT admins to command staff Demonstrated ownership mindset (#OWNIT): proactive, accountable, and results-oriented Strong problem-solving ability with a data-driven approach to identifying patterns and preventing recurrence Proven ability to work autonomously while effectively influencing across teams and functions Preferred Qualifications Bachelor’s Degree Experience in Axon applications (Salesforce, MS Dynamics, JIRA, InContact, and Vonage) 2+ years in networking or telecommunications, ideally within public safety or