Senior Technical Support Engineer

Join Axon and be a Force for Good.

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.

Mission

At Axon, we’re building the technology that protects life, captures truth, and accelerates justice. From the TASER device to connected cameras, digital evidence platforms, and real-time situational awareness tools, our solutions empower law enforcement agencies to better serve their communities.

This role expands that mission across the Digital Evidence Management (DEMS) and Real-Time Operations (RTO) ecosystems, with a focus on Axon Interview Room and Fūsus by Axon deployments throughout Australia and New Zealand. You’ll be the bridge between the front-line and engineering, solving high-complexity technical issues, ensuring operational reliability, and strengthening agency trust in Axon technology.

Your Impact

As a Sr. Technical Support Engineer I, you’ll provide expert-level assistance for both Axon Evidence-connected hardware/software (Axon Interview Room) and Fūsus real-time systems. You’ll tackle escalated technical issues, perform advanced diagnostics, and engage directly with law enforcement agencies to ensure mission-critical technology performs flawlessly when it matters most.

You’ll also act as a field resource within the ANZ and greater APAC region, traveling to customer sites for on-premises troubleshooting or deployment support, and collaborate with Axon’s global teams to improve processes, documentation, and overall product reliability.

What You’ll Do

• Serve as the regional subject matter expert (SME) for Axon Interview Room and Fūsus ecosystems, spanning video capture, video streaming, data routing, network connectivity, and integration with Axon Evidence and supported third-party applications and services.

• Diagnose, triage, and resolve complex technical issues escalated from Tier 1 Support, maintaining ownership until resolution.

• Collaborate with engineering, product, and field teams to investigate systemic issues and drive long-term fixes.

• Support incident response for SEV1/SEV2 cases and provide technical context during critical escalations.

• Travel (up to 50%) to customer locations throughout ANZ and APAC regions for complex onsite troubleshooting, deployments, or system validation.

• Mentor and support Tier 1 and junior Tier 2 personnel through documentation, training, and escalation reviews.

• Maintain excellent case hygiene in Salesforce and JIRA, ensuring accurate documentation and effective communication.

• Author internal and external knowledge base content to improve global support readiness.

• Contribute to cross-functional improvement efforts consistent with Axon’s growth philosophy.

• Participate in on-call rotations for critical escalation.

What You Bring

• Bachelor’s degree in Information Technology, Computer Systems, or equivalent professional experience.

• 8+ years in a technical support or systems engineering role, ideally supporting enterprise SaaS, video management, video live-streams, and cloud-integrated hardware systems.

• Strong understanding of computer networking, including VLANs, routing/switching, VPNs, and network segmentation.

• Experience with Windows Server / Active Directory / SSO.

• Familiarity with VM environments and storage systems (NAS/RAID).

• Experience with Linux IoT devices and IP cameras.

• Experience with tools such as Splunk, Wireshark, SSH, Salesforce, or JIRA.

• Strong analytical skills, able to translate technical complexity into clear, actionable communication.

• Proven ability to work independently across time zones while maintaining alignment with global teams.

• Must be eligible for background clearance and able to handle sensitive law enforcement data securely.

• Experience supporting law enforcement or public-safety technology systems.

• Prior exposure to Fūsus by Axon or similar real-time situational awareness platforms preferred.

• Certifications such as CCNA, CompTIA Network+/Linux+, or Microsoft MCSA.

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.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

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.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

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.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.