Solution Engineering Support Specialist - Fleet at Axon

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. Solution Engineering Support Specialist Position Overview The Technical Support Specialist is responsible for providing exceptional technical assistance to clients via phone and email, managing escalations, and collaborating across internal teams to ensure seamless issue resolution. This role requires strong communication, problem-solving skills, and attention to detail when handling hardware, system processes, and client coordination. Key Responsibilities • Client Support: Respond to technical questions and troubleshoot issues via phone calls and emails, ensuring timely and accurate resolutions. • Escalation Management: Process and document client escalations efficiently, following established procedures. • Cross-Team Collaboration: Partner with internal departments to resolve complex technical cases and maintain customer satisfaction. • System Updates: Maintain and update Smartsheets and other tracking systems as needed to ensure data accuracy and visibility. • Order Processing: Manage add-ons and service requests, verifying order completeness and technical requirements. • Hardware Verification: Confirm hardware configurations, complexity, and site locations before passing requests to coordination teams. • Agency Outreach: Engage with new partner agencies (“Net New agencies”) to introduce services and facilitate technical setup. • Technical Walkthroughs: Conduct virtual or onsite walkthroughs for WOS (Work Order System) installations to ensure proper setup and client understanding. 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 [Upgrade to PRO to see contact] 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. 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