Reporting to: Manager, Global Support
Location: Sydney, Australia (remote)
Your Impact:
AXON is seeking a high-energy, experienced Sr. Technical Support Engineer (Tier 2) with expertise in advanced technical support, computer networking, cloud solutions, & Windows server administration. This individual will play an instrumental role in scaling our international support presence in the Asia Pacific region by providing remote troubleshooting and on-site support for critical and/or escalated support issues. We need a self-starter who learns quickly, excels in a fast-paced environment, and is passionate about resolving complex technical issues – whether it is hardware, software, or network related.
Your Day to Day:

• Work escalated tickets remotely and on-site with Law Enforcement end-user customers and partner/distributors to ensure a stellar experience with Axon products and services.
• Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and platform issues directly with customers via phone, email, and in-person.
• Effectively communicate complex technical matters to both technical and non-technical stakeholders to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation
• Assist our larger Global Support Organization by mentoring, answering questions, aiding in troubleshooting efforts, and occasionally providing direct training
• Occasionally provide frontline support by answering live calls from a queue
• Log & provide detailed notes on each customer interaction
• Project manage and execute large-scale troubleshooting efforts that may require cross-functional partnership with Client Success, Professional Services, Engineering and Product Management
• Determine scope, impact, and priority of product defects and enhancements requests; document in both CRM and engineering project management tool
• Participate in an on-call rotation for outages or other critical escalations as needed
• Provide occasional on-site support in the Asia Pacific region

Basic Qualifications

• Mandatory minimum of 3 years of routing and switching experience
• Minimum of 3 years in a Tiered Tech Support Environment (Tier 2 ) is required; experience in an indirect sales environment supporting both partners and end-users is preferred
• Minimum of 3 years in a fast-paced Tech environment; SaaS or IoT strongly preferred
• Minimum of 3 years of experience with SSO identity providers
• Strong knowledge of virtualization and virtual machines
• Strong knowledge of computer/server hardware, operating systems, and storage devices
• Strong knowledge of redundant storage solutions such as RAID
• Experience using Secure Shell (SSH)
• Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort
• Ability to travel internationally as required to provide on site customer support (<20% domestic and international travel)
• Bachelor’s degree in Information Technology, Computer Information Systems, related field or equivalent experience or certifications.