Product Support Engineer - Fleet - Connected Devices

| Seattle
Our mission is to protect life.
We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER device to a full suite of hardware and software solutions, we are focused on providing police agencies with the state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of the police record so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete.
It’s a big mission, but it’s one we’ll pursue relentlessly every single day. 
Your Impact
The Axon Fleet product line brings advanced camera monitoring technology to the police car, recording quality information just like the Axon body worn cameras. Additionally, smart wiring in the car can activate recording for the car and nearby body cameras. The in car client software can review and triage collected evidence before upload to Axon's Evidence.com service.
Supporting this ecosystem is a huge task, and we are looking for an experienced Tier 3 Product Support Engineer to join the team. Tier 3 sits above Tier 2 support and fit within their escalation path as an additional filter before issues are escalated to Engineering. In this role, you will be responsible for managing critical issues and working with PM & Engineering to prioritize resolutions as well as communicate directly with customers and other stakeholders.

Your Day-to-Day

  • Investigate, reproduce, troubleshoot, & clarify issues escalated by Tier 2
  • Document findings for Tier 2 training and potential escalation to engineering
  • Lead Major investigations
  • Escalation, Problem Solving and Analysis
  • Project Management/Coordinate with PM and Engineering for triage, development, & release
  • Customer and Internal communications
  • Gather data to show device trends, scope and scale of issues.
  • Drive continuous improvement efforts through proactive service monitoring

Basic Qualifications

  • 3+ years work experience as Technical Product Support Engineer. Preference towards enterprise SaaS or embedded devices.
  • Solid understanding of software methodologies, tools and processes
  • A passion for quality, reliability and the ability to drive issues based on customer needs
  • Solid communication skills
  • Well versed with technical debugging like analyzing source code, using debuggers, building and using telemetry to assist with triage.
  • Well versed in network troubleshooting and systems including routers, firewalls, wireless networks, switches and other network tools
  • Strong working knowledge of Windows Operating System

Preferred Qualifications

  • Experience using JIRA
  • Experience using Splunk or other log aggregators
  • Experience with Linux
  • Experience collaborating and working closely with remote and offshore team members.
  • Travel to customer locations to troubleshoot problems , approximately 15% of the time

Compensations and Benefits

  • An awesome office/working environment with the latest technologies and work with top engineers in the world
  • Competitive salary and benefits including a great medical insurance plan for you and your family
  • Flexible working hours
  • Opportunities to ride along with real US police officers in real life situations, see them use technology, and get inspired

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Location

Downtown Seattle: easy opportunities to get outside, enjoy south lake union, popular bars & restaurants, workouts, multiple transportation options

An Insider's view of Axon

What’s the vibe like in the office?

Healthy work environment, tons of snacks and drinks, laid back attitudes with performance aspirations. I am astounded at the culture that has been grown here.

Beth

Sales

What does your typical day look like?

There isn't one person who isn't passionate about the work the company is doing. Whenever there might be a slow or grueling day/project, you quickly become reminded of the importance of your work. Leadership cares about the employees, and ensures a healthy/fun environment. Values are well defined and drive the culture.

Suraya

Program Manager

How does the company support your career growth?

Co-workers care about your well being, and want to win together. Very strong company mission that makes it easy to buy into. Long established company that is entering a massive growth spurt. With massive change comes some uncertainty. But Axon has shown more proactive coaching and training than any company I've seen in my short tenure.

Cliff

Inside Sales

What is your vision for the company?

Our vision is bigger than just cameras or weapons. We're working every day to make the bullet obsolete. To make this a reality, we live and breathe six core values that serve as guiding principles: BE OBSESSED. AIM FAR. WIN RIGHT. OWN IT. JOIN FORCES. EXPECT CANDOR.

Rick Smith

CEO

What’s the vibe like in the office?

Fast-paced. Large company with a small company feel.
High decision velocities. Empowered, small, high-performance teams doing intellectually stimulating work with a purpose. It’s a great combination of doing good and doing well.

Sahil

Finance

What are Axon Perks + Benefits

Axon Benefits Overview

We take care of your health, mental & physical wellbeing, paid parental leave. More than that, we encourage you to take care of yourself, your families and remind you to take breaks. We work hard, yes, but we want to sustain your health, creativity, and drive.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 4% of contributions up to 5% of an employee's annual gross pay.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Axon hosts company sponsored family events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Orca Pass
Company Outings
Star Wars premiere movie night, annual Grand Canyon trip, summer time BBQ's and much more!
Game Room
Our game room includes Ping Pong, Video Games.
Stocked Kitchen
Happy Hours
Monthly happy hours and town hall meetings with leadership
Relocation Assistance
Fitness Subsidies
GymPass discounts
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend

Additional Perks + Benefits

plus --> financial wellness programs, locker rooms & showers, discounted entertainment tickets, discount mobile phone plans, stocked fridge & pantry, embedded customer learning, annual company trip.

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