Job Description
Title: Software Support Engineer – Regional Lead
Location: United States
Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll 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
If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you.
Axon is seeking a high-energy, experienced Lead Software Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in leading a team of world-class Support Engineers as well as navigating critical customer issues and requests within our Software Services organization. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, thriving on resolving software issues, and building strong customer relationships.
What You’ll Do
Location: Remote in the United States – up to 10% travel
Reports to: Software Support Manager
Direct Reports: 3-5
- Collaborate with the Software Support Manager to identify day-to-day objectives for your regional team
- Provide guidance and leadership to a regional team of Software Support Engineers & Analysts
- Align with customers and your regional team to determine the urgency of tickets/requests in order to identify their priority across Axon Engineering teams
- Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services, including following up virtually and in-person
- Assist the Software Support Manager with regular ticket audits and team performance audits
- Assist the Software Support Manager with development of knowledge base articles, standard operating procedures, and training resources
- Monitor team activity alongside the Software Support Manager to address ticket backlogs and escalations
- Research, troubleshoot, diagnose customer issues and requests across all Axon RMS (Records, Standards, Dispatch) systems
- Develop a mastery understanding of Axon Software products
- Participate in an on-call rotation for outage escalations or escalations as needed
- Provide back-up support to other Axon Support teams and colleagues
What You Bring
- 5+ years of support experience for cloud-based products
- 2+ years of support supervisory experience preferred
- Track record of completing support related goals and driving complex initiatives to completion
- Experience working within the Law Enforcement/Public Safety space
- Excellent organization skills, task driven, and forward thinking.
- Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues.
- Experience working with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS.
- Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes.
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Benefits that Benefit You
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices