Technical Support Engineer, Axon 911

At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment, with a demonstrated ability to collaborate cross-functionally, troubleshoot complex technical issues, and take strong ownership of customer outcomes and operational responsibilities.

Networking: Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities.

Experience diagnosing latency, packet loss, and connectivity issues in a cloud-based SaaS environment.

VoIP & Unified Communications: In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC.

Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487).

Familiarity with PBX systems, SBCs, and cloud-based telephony solutions.

Competitive salary and 401k with employer match

Discretionary paid time off

Paid parental leave for all

Medical, dental, and Vision plans

Fitness Programs

Emotional & Mental Wellness support

We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our rapidly growing environment.

As a member of the Global Operations team, you will work directly with customers, partners, and cross-functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs.

In this role, you will troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalate bugs, and partner closely with Engineering teams to prioritize and communicate fixes.

You will play a critical role in delivering a high-quality customer experience and ensuring the stability and performance of Axon 911 solutions.

You will also contribute to the growth and scalability of the support organization by helping improve monitoring capabilities, support processes, and CRM workflows as the team continues to expand.

This is an opportunity to work with cutting-edge technology while helping build and support mission-critical emergency response platforms that have real-world impact.