Technical Support Engineer

Description

• Collaborate closely with Law Enforcement customers to ensure an exceptional experience with Axon’s Fusus products and services.
• Become an expert on the Fusus solution, including available apps, APIs, and the product roadmap.
• Partner with Axon Teams to triage and prioritize agency change and feature requests.
• Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.
• Provide frontline email and phone support to customers for complex technical issues.
• Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone and email.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and providing training.
• Log and provide detailed notes on each customer interaction.
• Develop knowledgebase articles to assist customers and internal teams.
• Solve problems effectively in an ever-evolving environment.
• Report bugs and trends to the necessary Axon teams.
• Participate in an on-call rotation for outages or other critical escalations as needed.
• Determine the urgency of issues for each client and prioritize them accordingly.
• Proactively improve knowledge and develop analytical and technical skills.

Skills

• Technical support
• Customer service
• Troubleshooting
• Networking
• Single sign-on
• Video
• Routing and switching

Top Skills Details

• Technical support
• Customer service
• Troubleshooting
• Networking
• Single sign-on
• Video
• Routing and switching

Additional Skills & Qualifications

• KPIs: Volume-based, reaction time-based, ensuring calls are answered and tickets are closed within a certain timeframe. Customer surveys.
• Top skills: Customer Service, Communication, Networking, Routing/Switching, Analytics.
• Nice to have: Database, video, single sign-on.
• Channels: Chat, Emails, and Calls.

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