Technical Support Engineer

Description:

Axon, a global leader in public safety technology, is seeking a Technical Support Engineer to join its Dedrone by Axon team. This position offers an opportunity to be part of a mission-driven organization dedicated to protecting lives through cutting-edge airspace security solutions.

As a Technical Support Engineer, you will deliver 2nd and 3rd level technical support to Dedrone by Axon customers and partners around the world. You’ll use your expertise to research, diagnose, troubleshoot, and resolve both software and hardware issues. The role requires a proactive approach to problem-solving, outstanding communication skills, and the ability to work across cross-functional teams to deliver exceptional service.

This role plays a vital part in maintaining customer satisfaction by ensuring Dedrone’s advanced drone detection and mitigation systems perform optimally across diverse operational environments.

Key Responsibilities:

• Provide 2nd and 3rd level technical support for Dedrone by Axon’s product suite.

• Troubleshoot and resolve technical issues related to hardware, software, network, and configuration.

• Research and identify solutions to customer-reported problems.

• Track, document, and manage technical issues through to resolution.

• Develop a deep understanding of Dedrone’s Airspace Security Solutions.

• Collaborate with internal teams (engineering, product development) for root cause analysis and escalations.

• Maintain accurate documentation of technical knowledge, procedures, and solutions.

• Ensure timely and efficient customer support within defined service level agreements (SLAs).

• Participate in on-call rotation and provide weekend coverage when required.

• Contribute to system updates, monitoring, and maintenance.

• Communicate technical concepts clearly to non-technical stakeholders and customers.

Qualifications and Skills:

• Bachelor’s degree in Computer Science, IT, or a related field (or equivalent work experience).

• 5+ years of relevant experience in technical support or system administration.

• Excellent troubleshooting and analytical skills across software, hardware, and network layers.

• Proficiency with Linux environments and network configuration.

• Strong sense of ownership, accountability, and urgency in problem resolution.

• Excellent written and verbal communication skills.

• Team-oriented with the ability to share knowledge and mentor others.

• Basic understanding of RF technology and cloud computing platforms.

• Familiarity with UAV (drone) systems and related communication protocols.

• US Citizenship required, with the ability to obtain a US Government security clearance.

• Must pass a Criminal Justice Information Services (CJIS) background check.

• A drone pilot license or willingness to obtain one in the future.

Benefits:

• Competitive salary and 401(k) with employer match.

• Discretionary paid time off (no accrual limits).

• Paid parental leave for all employees.

• Comprehensive medical, dental, and vision insurance.

• Fitness, emotional wellness, and mental health programs.

• Learning and professional development opportunities.

• Inclusive, mission-driven culture focused on innovation and teamwork.

• Access to modern offices and workspaces with on-site amenities.

About the Company:

Axon is a technology company committed to transforming public safety through innovation. With an ecosystem of connected devices and cloud-based software, Axon’s mission is to Protect Life. The Dedrone by Axon division specializes in airspace security, offering advanced solutions for drone detection and defense across global markets.

At Axon, employees are encouraged to grow, think boldly, and create meaningful change while contributing to safer communities worldwide.

Axon is an Equal Opportunity Employer, committed to fostering diversity, equity, and inclusion. All qualified applicants will receive consideration regardless of race, gender, religion, sexual orientation, national origin, or disability.