Software Support Engineer – Regional Lead

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

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 98,000 in the lowest geographic market and USD 175,000 in the highest geographic market. The on target earnings range for this role is between USD 112,000 in the lowest geographic market and USD 200,000 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. To see more details on our benefits offerings please visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).

#LI-Remote

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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.