Technical Support Engineer I

As a Technical Support Engineer, you will provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide. In this role, you will research, diagnose, troubleshoot, and resolve hardware- and software-related issues while delivering a high standard of customer service. Your technical expertise, communication skills, and customer-first mindset will help ensure an exceptional support experience and contribute to meeting or exceeding performance and quality goals., Location: This role is based out of our Kassel office and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success. Reports to: Manager, Technical Support

• Develop a complete understanding of Dedrone by Axon Airspace Security Solutions.
• Provide Level 1 and Level 2 technical support for the Dedrone by Axon product family to customers and partners worldwide.
• Research and identify solutions to resolve software and hardware issues.
• Diagnose and troubleshoot technical problems, including account setup and network configuration.
• Take ownership of reported customer issues and drive them through to resolution.
• Track internal and external requests and technical issues within agreed time limits.
• Update, maintain, and monitor customer systems as part of a full-service support model.
• Ensure all requests and issues are accurately logged.
• Prioritize and manage multiple open issues at the same time.
• Document technical knowledge in the form of notes, manuals, and internal resources.
• Follow standard escalation procedures for unresolved issues.
• Collaborate with engineering and development teams to support root cause analysis when needed.
• Participate in on-call support and weekend coverage., The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

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Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

Do you have experience in Technical support?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Computer Science or a related field, or 5+ years of relevant work experience preferred.

• Previous practical experience in customer support or technical support.
• Excellent troubleshooting skills with the ability to quickly identify and resolve issues.
• Strong knowledge of networking and Linux.
• Understanding of cloud computing solutions.
• Strong sense of ownership and urgency.
• Ability to work well in a team environment and share knowledge effectively.
• Excellent communication skills, including the ability to explain technical concepts to non-technical customers.
• Willingness to obtain a drone pilot license in the future.
• Must be able to maintain confidential and highly sensitive information.

Nice to have

• Knowledge of consumer UAV protocols and standards.
• Knowledge and understanding of RF technology.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter., Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.