Field Support Engineer - Remote

Overview

As a Field Support Engineer at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon’s products.

In Short

• Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
• Serve as the primary technical liaison between Axon and the customers.
• Participate in operational and technical meetings, ensuring effective communication and collaboration.
• Build and maintain an internal Axon network to support both the customer-facing Axon team and the customer Project Team.
• Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
• Ensure Service Level Requirements (SLRs) and contractual obligations are met.
• Assist the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation.
• Identify and escalate risks to the Program Manager to facilitate internal and executive collaboration.
• Interpret and communicate Axon release notes, tailoring information relevant to the customer.
• Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).

Requirements

• Canadian Citizenship (required for working with sensitive government data; must pass security clearance).
• 5+ years of IT experience in a support or deployment role.
• Experience working with law enforcement and/or government entities.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously to meet objectives with minimal oversight.
• Robust IT background, with expertise in Networking and Microsoft Technologies.
• Strong analytical and problem-solving skills.
• Exemplary written and verbal communication skills.
• Highly detail-oriented with proficient organizational and time management skills.
• Bilingual proficiency in French and English is preferred but not required.

Benefits

• Fast-paced and meaningful work environment.
• Opportunity to make a real impact on safety and justice issues.
• Commitment to diversity and inclusion in the workplace.
• Support for professional growth and development.