Axon
Technical Support Engineer - Dedrone by Axon
At Axon, were on a mission to Protect Life. Were explorers, pursuing societys most critical safety and justice issues with our ecosystem of devices and cloud software. Life at Axon is fast-paced, challenging and meaningful. Here, youll 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 The Technical Support Engineer provides 2nd and 3rd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customers satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals. What Youll Do
Location:
Sterling, VA or Mesa, AZ offices Reports to:
Director, Customer Support and Service Dedrone by Axon Direct Reports:
0 Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers Research and identify solutions to resolve software and hardware issues Diagnosing and troubleshoot technical issues, including account setup and network configuration Take ownership of customer issues reported and seeing problems through to resolution Track internal and external requests and technical issues to resolution, within agreed time limits Update, maintain and monitor our customer systems as a full service Ensure all requests and issues are properly logged Prioritize and manage several open issues at one time Document technical knowledge in form of notes and manuals Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Work with engineering and development teams to perform root cause analysis Take part in On-call Support and weekend coverage What You Bring
Bachelors degree in computer science or a related field, or 5+ years relevant work experience preferred Previous practical work experience in the field of customer support Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues Very good knowledge in networks and Linux Strong sense of ownership and urgency Ability to work well in a team and enjoy knowledge sharing Excellent communication skills with the ability to provide advice to non-technically aware customers Willing and able to travel Good knowledge about consumer UAV protocols and standards Basic knowledge and understanding of RF technology Basic understanding of cloud computing solutions Drone pilot license in future Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. US Citizenship is required with the ability to obtain US Government security clearance Benefits that Benefit You
Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Fitness Programs Emotional & Mental Wellness support And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Dont meet every single requirement? Thats ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. #J-18808-Ljbffr
At Axon, were on a mission to Protect Life. Were explorers, pursuing societys most critical safety and justice issues with our ecosystem of devices and cloud software. Life at Axon is fast-paced, challenging and meaningful. Here, youll 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 The Technical Support Engineer provides 2nd and 3rd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customers satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals. What Youll Do
Location:
Sterling, VA or Mesa, AZ offices Reports to:
Director, Customer Support and Service Dedrone by Axon Direct Reports:
0 Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon Provide 2nd and 3rd level support for the Dedrone by Axon Product Family to field engineers and customers Research and identify solutions to resolve software and hardware issues Diagnosing and troubleshoot technical issues, including account setup and network configuration Take ownership of customer issues reported and seeing problems through to resolution Track internal and external requests and technical issues to resolution, within agreed time limits Update, maintain and monitor our customer systems as a full service Ensure all requests and issues are properly logged Prioritize and manage several open issues at one time Document technical knowledge in form of notes and manuals Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Work with engineering and development teams to perform root cause analysis Take part in On-call Support and weekend coverage What You Bring
Bachelors degree in computer science or a related field, or 5+ years relevant work experience preferred Previous practical work experience in the field of customer support Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues Very good knowledge in networks and Linux Strong sense of ownership and urgency Ability to work well in a team and enjoy knowledge sharing Excellent communication skills with the ability to provide advice to non-technically aware customers Willing and able to travel Good knowledge about consumer UAV protocols and standards Basic knowledge and understanding of RF technology Basic understanding of cloud computing solutions Drone pilot license in future Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. US Citizenship is required with the ability to obtain US Government security clearance Benefits that Benefit You
Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Fitness Programs Emotional & Mental Wellness support And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Dont meet every single requirement? Thats ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. #J-18808-Ljbffr