Sr Technical Support Representative

Responsibilities

The Technical Support Representative provides first-class technical support to customers via phone, email, and chat while troubleshooting hardware and software issues. They are responsible for documenting work in the CRM, assisting with geospatial setups, and maintaining expertise on the company's software and API solutions.

Requirements

Candidates must have at least one year of experience in information systems and networking, along with strong knowledge of enterprise network equipment. A college degree or progress toward one in a technical discipline is required, as is the ability to pass a CJIS background check.

Skills

• Technical support
• Networking
• Linux
• API
• Video management systems
• IP cameras
• Troubleshooting
• CRM
• Enterprise network equipment
• Routers
• Firewalls
• Data flow
• Security camera systems
• DVR
• NVR

Benefits

• 401k
• Paid time off
• Paid parental leave
• Medical insurance
• Dental insurance
• Vision insurance
• Fitness programs
• Emotional and mental wellness support
• Learning and development programs
• Employee resource groups

About this role

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
The Technical Support Representative provides first class technical support to Axon Fusus customers through multiple communication channels which include phone, email and chat. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.
What You’ll Do
Location: Remote out of Canada
Reports to: Senior Manager, Technical Support
Become an expert on the Axon Fusus solution that includes all available apps, APIs, and new development roadmap
Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools
Work with the Implementation team to assist with the geospatial setup of customer locations
Respond to and resolve inbound Customer support requests through email and telephone
Troubleshoot Customer support issues and follow Axon Fusus escalation policy
Document all work completed within the Axon Fusus CRM support tool
Participate in Axon Fusus sponsored training and certifications to advance technical skills.
What You Bring
1 years experience working in information systems and networking
Analytical thinker who problem-solves systematically to find resolutions
Strong knowledge of enterprise network equipment (routers, firewalls, tunnels), configuration, and data flow required
Experience with security camera systems, VMS, DVR, and NVR solutions is strongly desired
Completion of or working toward a college degree in a technical discipline
Certifications such as Network+, Security+, Linux+
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly
RCMP Clearance
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
Employee Resource Groups (ERGs)
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.
Axon’s hourly pay philosophy is made up of base pay and bonus. The actual hourly 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. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Base Pay Range
$24.34—$38.94 CAD
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. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
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 ...

About Axon

Public Safety · 1,001-5,000 employees · headquartered in Scottsdale, AZ