Field Support Engineer

Summary

Join Axon as a Field Support Engineer and become the primary point of contact for key customers, building strong partnerships. You will provide technical expertise, project management, and customer advocacy to ensure customers achieve their goals using Axon's products. Collaborate with cross-functional teams, offering insights into customer needs and influencing product roadmaps. This role requires expertise in Axon technologies and strong customer relationship management skills. You will wear multiple hats, from consultant to product expert to project manager, optimizing customer workflows and ensuring alignment with key requirements. Your contributions will directly support Axon's mission of protecting life and enabling transparency through innovative technology. The position is remote in Canada with approximately 30% domestic travel.

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: Software image creation and maintenance
• Robust IT background, with expertise in: Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Robust IT background, with expertise in: Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID)
• Robust IT background, with expertise in: Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls)
• Robust IT background, with expertise in: API integrations and SAAS applications
• Solid ability to tailor technical discussions to varied audiences
• Analytical, strategic, and creative problem-solving skills
• Exemplary written and verbal communication skills
• Highly detail-oriented with proficient organizational and time management skills

Responsibilities

• 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. Communicate customer feedback across Axon teams and collaborate to drive product improvements
• 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 to enhance understanding and drive product adoption
• Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records
• Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.)
• Assist in customer security assessments and vendor refresh assessments for major architectural changes
• Maintain knowledge of the customer’s technical landscape, including infrastructure, policies, and procurement processes
• Maintain and administer deployment records, including shipment tracking and RMA’s
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension

Preferred Qualifications

Bilingual proficiency in French and English