Technical Support Engineer

Description

Collaborate closely with Law Enforcement customers to ensure an exceptional experience with Axon's Fusus products and services.
Become an expert on the Fusus solution, including available apps, APIs, and the product roadmap.
Partner with Axon Teams to triage and prioritize agency change and feature requests.
Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.
Provide frontline email and phone support to customers for complex technical issues.
Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone and email.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and providing training.
Log and provide detailed notes on each customer interaction.
Develop knowledgebase articles to assist customers and internal teams.
Solve problems effectively in an ever-evolving environment.
Report bugs and trends to the necessary Axon teams.
Participate in an on-call rotation for outages or other critical escalations as needed.
Determine the urgency of issues for each client and prioritize them accordingly.
Proactively improve knowledge and develop analytical and technical skills.
Skills

Technical support
Customer service
Troubleshooting
Networking
Single sign-on
Video
Routing and switching
Top Skills Details

Technical support
Customer service
Troubleshooting
Networking
Single sign-on
Video
Routing and switching
Additional Skills & Qualifications

KPIs: Volume-based, reaction time-based, ensuring calls are answered and tickets are closed within a certain timeframe. Customer surveys.
Top skills: Customer Service, Communication, Networking, Routing/Switching, Analytics.
Nice to have: Database, video, single sign-on.
Channels: Chat, Emails, and Calls.

Pay and Benefits
The pay range for this position is $35.00 - $36.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Peachtree Corners,GA.
Application Deadline
This position is anticipated to close on May 16, 2025.
About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.