Your Impact
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, ?nding solutions to large problems and advising the agency on best practices. You act as a change manager who identi?es 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
Benefits listed herein may vary depending on the nature of your employment and the location where you workThe 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 75,000 in the lowest geographic market and USD 125,000 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).
