Axon is looking to solve the problem of providing foundational technical and customer support for its software solutions to small to mid-sized agencies, ensuring successful deployments, driving user adoption, and resolving day-to-day technical challenges.
Requirements
- Foundational understanding of SaaS systems, Windows OS, networking, and troubleshooting software applications.
- Ability to build rapport with agency staff and provide clear, consistent communication.
- Strong analytical and troubleshooting skills, learning to use tools such as JIRA, Splunk, and Salesforce.
- Exposure to Power BI, SQL, JSON, and data integration concepts.
- Entry-level technical certifications are a plus.
Responsibilities
- Provide responsive troubleshooting and hands-on support for agency software issues, escalating as appropriate.
- Support software implementation activities including setup, testing, and validation under senior team guidance.
- Assist in restoring functionality for customer-impacting issues with clear communication and follow-through.
- Help agencies optimize their workflows using Axon's standard configurations and features.
- Use tools like Microsoft Power BI and Form Builder/JSON templates to manage data inputs and assist in generating basic dashboards.
- Deliver user-level training to agency staff on Axon products.
- Visit customer locations to support deployments, training, and troubleshooting.
Other
- Remote in the US with up to 80% travel
- Bachelor's degree in a relevant field or equivalent experience.
- 1–3 years in a technical or customer-facing role within software or SaaS support.
- Willingness to work with internal teams and escalate effectively.
- Willingness to travel and work nonstandard hours during critical incidents.
- Ability to pass a CJIS background check and manage sensitive information responsibly.
- Familiarity with law enforcement workflows and terminology preferred.
