Technical Support Engineer I
Hybrid · Atlanta, Georgia, United States
Job Summary
Technical Support Engineer I at Axon, hybrid in Atlanta, will own and resolve escalated issues for Axon’s Fusus products, collaborating with law-enforcement customers and internal teams. You’ll become the expert on Fusus solutions, provide frontline support via email and phone, conduct consultative audits including detailed network analysis and device discovery, craft knowledgebase articles, log detailed customer interactions, participate in on-call rotations, prioritize issue urgency, and help drive continuous improvement across the support organization. Requirements include a bachelor’s degree in IT, computer information systems, or related field or equivalent experience/certifications, strong networking background (CCNA/Network+), 3+ years in routing/switching and technical support, 2+ years SaaS experience, virtualization and Linux/server hardware knowledge, experience with SSH, Splunk/JIRA/Salesforce, and familiarity with security camera systems (VMS, DVR/NVR). Benefits include salary, 401k, PTO, parental leave, health plans, and learning/development programs.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Information Systems, or related field or equivalent experience or certifications
- Network engineering credentials such as CCNA, CompTIA Network+ (or equivalent)
- Minimum of 3 years of experience in routing and switching
- Minimum of 3 years of Technical Support experience
- Minimum of 2 years of SaaS experience
- Operational knowledge of virtualization and virtual machines
- Operational knowledge of computer/server hardware, Linux operating systems, and storage devices
- Operational knowledge of RAID or redundant storage solutions
- Experience using Secure Shell (SSH)
- Experience with Splunk, JIRA, and/or Salesforce
- Experience with security camera systems, VMS, DVR, NVR solutions
- Strong interpersonal skills and ability to collaborate with multiple teams
- Ability to work independently with initiative and ensure customer outcomes
- Bachelor-level or equivalent experience in IT field plus ability to articulate technical information to diverse audiences
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