Axon is looking to solve the problem of ensuring their customers successfully adopt and utilize their ecosystem of devices and cloud software to achieve their operational goals, while also gathering customer feedback to influence product development.
Requirements
- Software image creation and maintenance.
- Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
- Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
- Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
- API integrations and SAAS applications.
- JSON (JavaScript Object Notation) Knowledge
Responsibilities
- Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
- Serve as the primary technical liaison between Axon and the customers.
- Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
- Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
- Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).
- Assist in customer security assessments and vendor refresh assessments for major architectural changes.
- Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension.
Other
- US Citizenship (required for working with sensitive government data; must pass security clearance).
- 5+ years of IT experience in a support or deployment role.
- Experience working with law enforcement and/or government entities.
- Proven track record of managing customer relationships and technical projects successfully.
- Bilingual proficiency in Spanish and English is required.
