You are an authority on all Axon products & services, working directly with law enforcement agencies providing technical support and customer service Monday through Friday. Given how critical your role is, you will also be ready to be called on by the agency for help at any moment. You serve as the primary point of support, finding solutions to large problems and advising the agency on best practices. You act as a change manager who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon. This role supports several agencies with their Records Management Systems (RMS) and Standards System, serving as an integral part of saving lives.

What You’ll Do

Location: Remote from anywhere in the US, with up to 75% travel
Reports To: Manager of Technical Account Management Services
Direct Reports: 0

  • Your goal is to provide excellent technical support for Axon’s RMS and/or Standards products daily to our agencies making sure their expectations are exceeded
  • You collaborate daily with both agencies and internal employees for smooth resolution to issues
  • You have high availability and will assist agencies if any issues occur outside of normal business hours
  • You document any processes or issues, and provide feedback and suggestions to the internal team for improvements
  • Manage any requested projects or assignments involving your agencies, acting as liaison between Axon and agencies
  • Work with agencies through change management processes to effectively adopt Axon’s software
  • Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
  • Support Software Integrations and Datastore/Datawarehouse Management
  • Troubleshoot agency issues and work with engineering and product teams through resolution
  • Spend up to 3 days on site per month with assigned agencies resolving issues & answering questions related to Axon’s mission critical products

 

What You Bring

  • Bachelor’s degree in business administration or related field OR 4+ yrs of relative experience
  • Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
  • Ability to do reverse engineering, searching logs and root cause analysis
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
  • Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
  • Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
  • Basic knowledge of computer hardware, operating systems, and storage devices
  • Ability to effectively communicate with various people including customers, colleagues, and across departments
  • Experience using Splunk, JIRA, and/or Salesforce is preferred
  • Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights is preferred
  • Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred
  • Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is preferred
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle 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
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