Product Support Engineer (Remote)
Job Description
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.
Axon’s line of in-car cameras brings advanced digital video recording technology to the police car, recording quality information just like the Axon body worn cameras. Additionally, smart wiring in the car can activate recording for the car and nearby body cameras. The in car client software can review and triage collected evidence before upload to Axon's Evidence.com service.
Supporting this ecosystem is a huge task, and we are looking for an experienced Tier 3 Product Support Engineer to join the team. Tier 3 sits above Tier 2 support and fit within their escalation path as an additional filter before issues are escalated to Engineering. In this role, you will be responsible for managing critical issues and working with PM & Engineering to prioritize resolutions as well as communicate directly with customers and other stakeholders.
Reports to: Product Support Engineer, Team Lead
- Investigate, reproduce, troubleshoot, & clarify issues escalated by Tier 2
- Gather data to show device trends, scope and scale of issues
- Analyze device logs to surface bugs & show trends regarding device behavior
- Document findings for Tier 2 training and potential escalation to engineering
- Lead Major investigations
- Escalation, Problem Solving and Analysis
- Project Management/Coordinate with PM and Engineering for triage, development, & release
- Customer and Internal communications
- Drive continuous improvement efforts through proactive service monitoring
- 3+ years work experience as Technical Product Support Engineer. Preference towards enterprise SaaS or embedded devices
- Well versed with technical debugging like analyzing source code, using debuggers, building and using telemetry to assist with triage
- Well versed in network troubleshooting and systems including routers, firewalls, wireless networks, switches and other network tools
- Navigating, troubleshooting and working in Command Line Interface (CLI) and headless systems
- Solid understanding of software methodologies, tools and processes
- Experience using Splunk or other log aggregators a plus
- Experience with embedded Linux a plus
- Experience using JIRA a plus
- Experience collaborating and working closely with remote and offshore team members a plus
- Potential for travel to customer locations a plus
- A passion for quality, reliability and the ability to drive issues based on customer needs
- Solid communication skills with internal & external stakeholders
- Excellent working knowledge of Windows Operating System
- 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
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 70,000 in the lowest geographic market and USD 130,000 in the highest geographic market. The on target earnings range for this role is between USD 80,000 in the lowest geographic market and USD 150,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.Â
Don’t meet every single requirement? That's 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.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
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.
Some roles may also require legal eligibility to work in a firearms environment.
Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Date Posted
02/23/2023
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9
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