📍 Job Overview

• Job Title: Technical Support Engineer - Dedrone by Axon
• Company: Axon
• Location: Sterling, VA, USA
• Job Type: On-site
• Category: Server Administration & Infrastructure
• Date Posted: August 1, 2025
• Experience Level: Mid-Senior level (5-10 years)
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Provide 2nd and 3rd level technical support to Dedrone by Axon customers and partners worldwide, troubleshoot hardware and software issues, and ensure customer satisfaction.
• Key Skills: Technical support, troubleshooting, customer support, network configuration, Linux, communication skills, problem-solving, teamwork, UAV protocols, RF technology, cloud computing, ownership, urgency, documentation, root cause analysis, on-call support.

📝 Enhancement Note: This role requires a strong technical background in hardware and software support, as well as excellent communication skills to effectively assist customers and partners.

💻 Primary Responsibilities

• Technical Support: Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Issue Resolution: Take ownership of customer issues and see problems through to resolution.
• Documentation: Maintain and update customer systems, and document technical knowledge in the form of notes and manuals.
• Escalation: Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• Root Cause Analysis: Work with engineering and development teams to perform root cause analysis.
• On-call Support: Participate in on-call support and weekend coverage.

📝 Enhancement Note: This role requires the ability to manage multiple open issues simultaneously and prioritize them effectively.

🎓 Skills & Qualifications

Education: Bachelor’s degree in computer science or a related field, or 5+ years of relevant work experience preferred.

Experience: Previous practical work experience in the field of customer support is required.

Required Skills:

• Excellent troubleshooting skills at all levels
• Very good knowledge in networks and Linux
• Strong sense of ownership and urgency
• Ability to work well in a team and enjoy knowledge sharing
• Excellent communication skills with the ability to provide advice to non-technically aware customers
• Willing and able to travel
• Good knowledge about consumer UAV protocols and standards
• Basic knowledge and understanding of RF technology and cloud computing solutions
• Drone pilot license in the future

Preferred Skills:

• Basic understanding of cloud computing solutions
• Ability to obtain US Government security clearance

📝 Enhancement Note: Candidates with experience in hardware and software support, as well as those with knowledge of UAV protocols and RF technology, are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 per year (based on industry standards for a mid-senior level server administration role in the United States)

Benefits:

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Snacks in offices

Working Hours: Full-time, 40 hours per week, with on-call support and weekend coverage as needed.

📝 Enhancement Note: Salary range is estimated based on industry standards and may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

Industry: Public Safety & Security

Company Size: Medium (5,001 - 10,000 employees)

Founded: 2012

Team Structure:

• The Technical Support Engineer will report directly to the Director, Customer Support and Service – Dedrone by Axon.
• This role will not have direct reports.

Development Methodology:

• The Technical Support Engineer will follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• This role will work closely with engineering and development teams to perform root cause analysis.

Company Website: Axon

📝 Enhancement Note: Axon is a leading provider of connected law enforcement technologies and evidence management solutions. The company's mission is to protect life and make the world a safer place through its innovative products and services.

📈 Career & Growth Analysis

Server Administration Career Level: Mid-Senior level (5-10 years)

Reporting Structure: The Technical Support Engineer will report directly to the Director, Customer Support and Service – Dedrone by Axon.

Technical Impact: This role will have a direct impact on customer satisfaction and the overall success of Dedrone by Axon's products and services.

Growth Opportunities:

• Technical Growth: The Technical Support Engineer will have the opportunity to gain experience in hardware and software support, as well as develop their skills in UAV protocols, RF technology, and cloud computing solutions.
• Leadership Potential: With experience and strong performance, this role may lead to opportunities in technical leadership or management within the Customer Support and Service team.

📝 Enhancement Note: This role offers significant opportunities for growth and development in the field of technical support and server administration.

🌐 Work Environment

Office Type: On-site, with the option for hybrid or remote work in the future.

Office Location(s): Sterling, VA, USA, or Mesa, AZ, USA

Workspace Context:

• The Technical Support Engineer will work in a collaborative environment with other technical support engineers, as well as cross-functional teams from engineering, development, and sales.
• The workspace will be equipped with multiple monitors and testing devices to facilitate effective troubleshooting and issue resolution.
• The work schedule will include on-call support and weekend coverage as needed.

Work Schedule: Full-time, 40 hours per week, with on-call support and weekend coverage as needed.

📝 Enhancement Note: The work environment at Axon is fast-paced, challenging, and collaborative, with a strong focus on customer satisfaction and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone or video call to discuss the role, qualifications, and expectations.
2. Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, knowledge of Linux, and understanding of network configuration.
3. Behavioral Interview: A conversation to assess communication skills, problem-solving abilities, and cultural fit.
4. Final Interview: A meeting with the hiring manager to discuss the role, growth opportunities, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on Linux commands and network configuration skills.
• Familiarize yourself with UAV protocols, RF technology, and cloud computing solutions.
• Prepare for troubleshooting scenarios and be ready to explain your thought process and approach to problem-solving.

ATS Keywords: (See the list of required and preferred skills above)

📝 Enhancement Note: The interview process for this role will focus on evaluating the candidate's technical skills, problem-solving abilities, and cultural fit within the Customer Support and Service team.

🛠 Technology Stack & Server Infrastructure

Operating Systems: Linux (Ubuntu, CentOS)

Networking: TCP/IP, DHCP, DNS, VPN, VLAN

Hardware: Servers, routers, switches, access points, drones

Software: Dedrone by Axon software suite, cloud-based management platforms

📝 Enhancement Note: The Technology Stack for this role is focused on hardware and software support for Dedrone by Axon's products and services.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Putting customers first and ensuring their satisfaction with Dedrone by Axon's products and services.
• Expertise: Demonstrating a deep understanding of hardware and software support, as well as UAV protocols, RF technology, and cloud computing solutions.
• Collaboration: Working effectively with cross-functional teams to resolve customer issues and improve products and services.
• Continuous Learning: Staying up-to-date with the latest technologies and best practices in hardware and software support.

Collaboration Style:

• Cross-functional Integration: Working closely with engineering, development, and sales teams to resolve customer issues and improve products and services.
• Code Review Culture: Collaborating with team members to review and improve troubleshooting processes and documentation.
• Knowledge Sharing: Actively sharing knowledge and expertise with team members to enhance the overall skills and capabilities of the Customer Support and Service team.

📝 Enhancement Note: The Customer Support and Service team at Axon values collaboration, continuous learning, and a strong focus on customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Hardware and Software Issues: Diagnosing and troubleshooting complex hardware and software issues, including network configuration and account setup.
• Customer Expectations: Managing customer expectations and ensuring satisfaction with Dedrone by Axon's products and services.
• Emerging Technologies: Staying up-to-date with the latest UAV protocols, RF technology, and cloud computing solutions.

Learning & Development Opportunities:

• Technical Training: Attending workshops, webinars, and online courses to enhance hardware and software support skills.
• Conference Attendance: Participating in industry conferences and events to network with other technical support professionals and learn about emerging technologies.
• Mentorship: Seeking guidance and advice from experienced team members to develop technical skills and advance career growth.

📝 Enhancement Note: The Technical Support Engineer role at Axon offers significant opportunities for growth and development in the field of hardware and software support.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Be prepared to discuss your approach to diagnosing and resolving hardware and software issues, including network configuration and account setup.
• UAV Protocols and RF Technology: Demonstrate your understanding of consumer UAV protocols and standards, as well as basic knowledge of RF technology.
• Cloud Computing Solutions: Explain your experience with cloud-based management platforms and how they can be used to support Dedrone by Axon's products and services.

Company & Culture Questions:

• Customer Focus: Explain how you prioritize customer satisfaction and ensure their needs are met.
• Teamwork: Describe your experience working in a collaborative environment and how you contribute to a positive team culture.
• Adaptability: Discuss your ability to adapt to new technologies and changing customer needs.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for this role will focus on evaluating the candidate's technical skills, problem-solving abilities, and cultural fit within the Customer Support and Service team.

📌 Application Steps

To apply for this Technical Support Engineer position:

1. Submit your application through the application link provided.
2. Prepare for the phone screen by reviewing the job description and researching Axon's products and services.
3. Brush up on your Linux commands and network configuration skills in preparation for the technical assessment.
4. Familiarize yourself with UAV protocols, RF technology, and cloud computing solutions to demonstrate your expertise in the behavioral interview.
5. Prepare for troubleshooting scenarios and be ready to explain your thought process and approach to problem-solving in the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.