Sr. Technical Support Representative (Bilingual – German/English) 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. Sr. Technical Support Representative (Bilingual – German/English) Location: Bucharest, Romania Our mission is to protect life. We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete. It’s a big mission, but it’s one we’ll pursue relentlessly every single day. Your Impact As a senior bilingual member of our Technical Support team, you will serve as a critical bridge between Axon and our German-speaking customers and law enforcement partners across the U.S., Europe, and the DACH region (Germany, Austria, Switzerland). You will deliver expert-level technical support in both German and English via phone and email, helping resolve complex product issues while ensuring a seamless, culturally aware customer experience. You will work cross-functionally on projects and provide support to improve the overall customer experience. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class bilingual experience to our customers, you will drive further adoption of our products and make the world a safer place. What You’ll Do Location: Bucharest, Romania Reports to: Director of International Support Direct Reports: N/A • Troubleshoot and resolve technical issues related to AXON Hardware and Software products • Become a subject matter expert in Axon’s product base • Provide world class support to assist customers with complex issues while maintaining service levels • Identify and report product bugs and partner with internal departments to help drive resolution • Use data and customer feedback to identify and surface product insights and trends • Advocate on behalf of users to optimize and improve our products and user experience • Provide bilingual (German/English) technical support via phone, email, and chat to German-speaking customers, ensuring clear and accurate communication in both languages • Translate and localize technical documentation, knowledge base articles, and customer-facing communications as needed • Serve as the primary point of contact for German-language cases, managing the German support queue and ensuring timely resolution • Support the onboarding and training of German-speaking customers on Axon products and solutions • Collaborate with international support teams to align on best practices for serving German-speaking markets What You Bring • Bachelor’s Degree preferred or equivalent work experience • 2+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms • Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems • Full professional fluency in both German and English (spoken and written) – this is a core requirement of the role • Proficient with Windows operating systems, mobile devices and cloud-based solutions • Strong comprehension of internet networking and routing • Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy • Ability to articulate technical concepts in both German and English at a level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset • Ability to manage competing priorities and adapt to changing environments • Self-driven, able to take ownership, work independently and manage key stakeholder needs • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. Preferred Qualifications • Bachelor’s Degree • Experience in Axon applications (Salesforce, MS Dynamics, JIRA, and RingCentral) • 2+ years of experience in networking and telecommunication • Preference will be given to those with technical support roles related to public safety and government • Network and telecommunication-specific professional certifications • System Administration certifications • Native or near-native German proficiency with demonstrated experience providing technical support in German • Experience supporting customers in the U.S., Germany, Austria, Switzerland, or other German-speaking regions • Prior experience translating or localizing technical content between German and English Benefits that Benefit You • Competitive salary • Paid time off • Robust parental leave policy • 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 work 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. 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