--- title: 'Technical Support Engineer, Axon 911 at Axon' canonical: 'https://feeny.ai/job/technical-support-engineer-axon-911-axon-scottsdale-arizona-htddsxtdsk14' type: 'job' last_seen: '2026-09-08' --- # Technical Support Engineer, Axon 911 at Axon - **Company:** Axon - **Location:** Scottsdale Arizona, United States - **Posted:** 2026-07-14 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.greenhouse.io/axon/jobs/7804663003 ## Job description 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. ## About Axon 911 Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world. ## Your Impact We are seeking a Technical Support Engineer (Tier 2+) to support customers and internal teams using the Axon 911 platform while helping ensure reliability, performance, and operational excellence across our rapidly growing environment. As a member of the Global Operations team, you will work directly with customers, partners, and cross-functional teams across Engineering and Customer Operations to support and maintain a complex SaaS infrastructure while adhering to strict SLAs. In this role, you will troubleshoot and resolve technical issues, diagnose system and logic errors, document and escalate bugs, and partner closely with Engineering teams to prioritize and communicate fixes. You will play a critical role in delivering a high-quality customer experience and ensuring the stability and performance of Axon 911 solutions. You will also contribute to the growth and scalability of the support organization by helping improve monitoring capabilities, support processes, and CRM workflows as the team continues to expand. This is an opportunity to work with cutting-edge technology while helping build and support mission-critical emergency response platforms that have real-world impact. ## What You’ll Do - Cross-Team Collaboration: Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization. Proactively engage with stakeholders to address technical issues and provide timely support. - Ownership: Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for technical escalations, providing expert-level troubleshooting and issue resolution. - Proactive approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience. - Monitoring expertise: Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures. - Escalation workflow: Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high-priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management. - Knowledge Base expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self-service support. Continuously update the knowledge base with new solutions and best practices to ensure accurate and up-to-date information for both internal teams and customers. ## What You Bring - At least 5+ years of experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role within a SaaS, public safety, or mission-critical environment, with a demonstrated ability to collaborate cross-functionally, troubleshoot complex technical issues, and take strong ownership of customer outcomes and operational responsibilities. - Networking: Strong foundational knowledge of networking concepts, including the OSI model, TCP/IP protocols, subnetting, and troubleshooting network issues using tools like Wireshark or similar packet capture utilities. Experience diagnosing latency, packet loss, and connectivity issues in a cloud-based SaaS environment. - VoIP & Unified Communications: In-depth understanding of VoIP technologies, including SIP, RTP, and WebRTC. Ability to analyze SIP signaling, interpret call flows, and troubleshoot common error codes (e.g., 408, 503, 487). Familiarity with PBX systems, SBCs, and cloud-based telephony solutions. - Monitoring & Observability: Hands-on experience with monitoring platforms such as Datadog, Grafana, or similar tools to track system performance, identify trends, and proactively detect issues before they impact customers. - Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform - Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset - Strong analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues - Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime - Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur - Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes Work Location This role requires working onsite from our regional hub Tuesday through Friday, with the option to work remotely on Mondays. ## Benefits that Benefit You - Competitive salary and 401k with employer match - Discretionary paid time off - Paid parental leave for all - Medical, dental, and Vision plans - Fitness Programs - Emotional & Mental Wellness support - Learning & Development programs - 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. 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. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our [Axon Privacy Web Form](https://privacyportal.onetrust.com/webform/0efc1702-9321-4119-bc9d-a06c3a1d3e4e/ca57cc26-a159-4193-9f6e-58ffe3fd2509). For more information, please see the Your California Privacy Rights section of our [Applicant and Candidate Privacy Notice.](https://www.axon.com/candidateprivacypolicy) 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 recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com. ## About Axon ## Company Overview - **One-liner**: Axon provides an integrated ecosystem of hardware, software, and AI solutions for public safety, including body cameras, TASER devices, evidence management, and drone defense. - **Entity Type**: Public (ticker: AXON on NASDAQ) - **Headquarters**: Scottsdale, Arizona, USA - **Founded**: 1993 - **Founders**: Not publicly available from search results (the company was founded by Rick Smith and his brother Tom Smith; this information is widely known but not cited in the provided search results) ## Core Business - **Primary industry**: Law enforcement technology, public safety, security - **Target customers**: B2G (municipal, state, federal law enforcement; corrections; fire/EMS; campus security), B2B (retail, healthcare, private security, personal safety) - **Mission**: "Protect Life" – the company states it is "on a mission to cut gun-related deaths between police and public in half by 2033 through technology, training and trust" (the "Moonshot 50in10") [axon.com](https://www.axon.com/) ## Products & Services - **TASER 10**: Next-generation less-lethal weapon with improved accuracy and range; part of a new era in less-lethal technology [axon.com](https://www.axon.com/) - **Axon Body 4**: Body-worn camera for frontline officers, capturing high-definition video evidence [axon.com](https://www.axon.com/company) - **Axon Fleet 3**: In-car video system for law enforcement vehicles [axon.com](https://www.axon.com/company) - **Axon Evidence**: Cloud-based digital evidence management platform, storing over 109 petabytes of data [axon.com](https://www.axon.com/company) - **Axon Records**: Integrated digital reporting software to reduce administrative burden on officers [axon.com](https://www.axon.com/company) - **Axon Respond**: Real-time situational awareness platform connecting Axon devices to command centers [axon.com](https://www.axon.com/company) - **Axon Dispatch**: Computer-aided dispatch (CAD) system for faster, more informed response [axon.com](https://www.axon.com/company) - **Axon Air**: End-to-end drone solution for public safety, including drone-as-first-responder (DFR) capabilities [axon.com](https://www.axon.com/) - **Dedrone**: Drone detection and mitigation system to protect against aerial threats [axon.com](https://www.axon.com/) - **Axon VR Training**: Virtual reality training for use-of-force scenarios [axon.com](https://www.axon.com/company) - **Axon AI**: Suite of AI-powered features including Axon Vision, Axon Assistant, Attribute Search, and auto-transcribe [axon.com](https://www.axon.com/) - **Axon Academy**: Virtual learning platform for end-user product training [axon.com](https://www.axon.com/company) ## Market Standing - **Valuation/Market Cap**: Not publicly available from search results (Axon is a publicly traded company; market cap fluctuates; recent data not included in provided sources) - **Key Metric**: Annual Revenue – Not provided in search results; the company is publicly reporting but financials not listed here - **Notable Investors/Partners**: Not explicitly listed in search results; the company partners with hundreds of law enforcement agencies, federal departments, and private organizations - **Growth Signals**: - 567 active job openings as of the search date, indicating strong hiring demand [greenhouse.io](http://job-boards.greenhouse.io/axon) - Global office footprint: 10 locations across the US, UK, Netherlands, Vietnam, Finland, Australia [axon.com](https://www.axon.com/careers/all) - Product expansions into AI, drone defense, and real-time operations - "Moonshot 50in10" initiative signals ambitious growth and societal impact goals ## Competitive Advantages - **Integrated ecosystem**: Combines hardware (TASER, cameras), software (evidence, records, CAD), AI, drones, and training into a single platform – creating high switching costs for agencies. - **Market dominance in less-lethal weapons**: TASER is the de facto standard for US law enforcement, with a track record of saving lives (99.75% of field uses result in no serious injury). - **Data moat**: Over 109 petabytes of evidence hosted in Axon Evidence, with deep integrations into agency workflows. - **Responsible Innovation Framework**: Proactive approach to ethics and transparency, building trust with customers and the public. - **SaaS transition**: Moving agencies from one-time hardware sales to recurring software subscriptions, driving predictable revenue growth. ## Strategic Focus - **AI Era Plan**: Deploying AI across the entire ecosystem to automate tasks (e.g., report writing, evidence transcription) and provide real-time insights. - **Moonshot 50in10**: Reducing gun-related deaths between police and public by 50% by 2033 through technology, training, and trust. - **Drone and counter-drone expansion**: Growing Axon Air and Dedrone to address aerial threats and enable drone-first response. - **Real-time operations**: Strengthening Axon Respond and Dispatch to create a unified command center experience. - **International growth**: Expanding offices in Europe, Asia, and Australia to serve a global public safety market. ## Why Work Here - **Culture**: Described as a "global community where diverse talents unite" with values of "Boldly Go", "Be Obsessed", "Aim Far", "Win Right", and "Own It". Strong emphasis on creativity, customer focus, and mission-driven work [axon.com](https://www.axon.com/careers/culture). - **Remote/hybrid policy**: Remote work is available; the company has a dedicated "Remote" office listed on the careers page, indicating a distributed workforce. Most roles also offer hybrid or onsite options in major hubs [axon.com](https://www.axon.com/careers/all). - **Global offices**: Hubs in Scottsdale (HQ), Seattle, London, Amsterdam, Boston, Ho Chi Minh City, Tampere, Sydney, Melbourne, and remote. - **Notable perks**: Working on life-saving technology, exposure to cutting-edge AI and hardware, training opportunities (Axon Academy), and a strong sense of purpose. - **Engineering culture**: The job board lists many software roles (SRE, TPM, solutions architect, embedded services) and hardware roles (manufacturing, validation, supply chain), indicating a diverse technical environment [greenhouse.io](http://job-boards.greenhouse.io/axon). ## Sources 1. [axon.com](https://www.axon.com/) – Homepage, mission, product descriptions 2. [axon.com](https://www.axon.com/company) – Company overview, industries, product details 3. [axon.com](https://www.axon.com/careers/all) – Office locations and remote policy 4. [axon.com](https://www.axon.com/careers/culture) – Culture page, values 5. [greenhouse.io](http://job-boards.greenhouse.io/axon) – Active job listings, departments ## Other roles at Axon - [Instandhaltung](https://feeny.ai/job/instandhaltung-axon-dietzenbach-hesse-yb98ddcnjwjb) — Dietzenbach Hesse, Germany / Kassel Hesse, Germany - [Sr Radio Frequency Engineer](https://feeny.ai/job/sr-radio-frequency-engineer-axon-bucharest-zjsazbfsrrst) — Bucharest, Romania - [Sales Engineer, South and Central America](https://feeny.ai/job/sales-engineer-south-and-central-america-axon-colombia-xzaa9b4efp8a) — Colombia - [Sales Engineer](https://feeny.ai/job/sales-engineer-axon-brasilia-federal-district-d449tda73a3j) — Brasília Federal District, Brazil - [Lead Proposals Manager](https://feeny.ai/job/lead-proposals-manager-axon-london-england-986yg8znc5yh) — London England, United Kingdom - [IQC Inspector II (Onsite)](https://feeny.ai/job/iqc-inspector-ii-onsite-axon-arizona-8340r6kr41jg) — Arizona, United States - [Account Manager, Majors](https://feeny.ai/job/account-manager-majors-axon-salt-lake-city-utah-7hgs30757kr8) — Salt Lake City Utah, United States - [Imaging Software Engineer II](https://feeny.ai/job/imaging-software-engineer-ii-axon-tampere-b8s3bahrwse9) — Tampere, Finland - [IT Support Technician V](https://feeny.ai/job/it-support-technician-v-axon-boston-massachusetts-6w3eh2z2q1wj) — Boston Massachusetts, United States - [Facilities Manager](https://feeny.ai/job/facilities-manager-axon-sterling-virginia-w9bzb2t8d8dd) — Sterling Virginia, United States