Technical Support Agent addressing client inquiries and providing troubleshooting support. Working in a hybrid role, contributing to team knowledge and improving customer support experience.
About the role
- Technical Support Engineer providing technical support for Dedrone by Axon customers. Researching and resolving technical issues while maintaining a high standard of customer service.
Responsibilities
- Develop a complete understanding of Dedrone by Axon Airspace Security Solutions.
- Provide Level 1 and Level 2 technical support for the Dedrone by Axon product family to customers and partners worldwide.
- Research and identify solutions to resolve software and hardware issues.
- Diagnose and troubleshoot technical problems, including account setup and network configuration.
- Take ownership of reported customer issues and drive them through to resolution.
- Track internal and external requests and technical issues within agreed time limits.
- Update, maintain, and monitor customer systems as part of a full-service support model.
- Ensure all requests and issues are accurately logged.
- Prioritize and manage multiple open issues at the same time.
- Document technical knowledge in the form of notes, manuals, and internal resources.
- Follow standard escalation procedures for unresolved issues.
- Collaborate with engineering and development teams to support root cause analysis when needed.
- Participate in on-call support and weekend coverage.
Requirements
- Bachelor's degree in Computer Science or a related field, or 5+ years of relevant work experience preferred.
- Previous practical experience in customer support or technical support.
- Excellent troubleshooting skills with the ability to quickly identify and resolve issues.
- Strong knowledge of networking and Linux.
- Understanding of cloud computing solutions.
- Strong sense of ownership and urgency.
- Ability to work well in a team environment and share knowledge effectively.
- Willingness to obtain a drone pilot license in the future.
- Must be able to maintain confidential and highly sensitive information.
Benefits
- Hybrid schedule with remote work on Mondays
- Opportunities for professional growth and mentorship
- Engaging and meaningful work culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Production Support Senior Supervisor providing technical support for Cigna Healthcare’s Policy Administration System. Supervising day - to - day production activities and incident response in a healthcare setting.
Production Support Senior Analyst at Cigna providing support for Policy Administration System on IBM i platform. Troubleshooting system issues and collaborating with global teams for operational efficiency.
Customer Support Engineer supporting the SWIFT tool at KLA, ensuring customer satisfaction and maintaining operational quality of capital equipment at customer sites in Japan.
Customer Support Engineer for KLA engaging in customer service and technical support. Handling troubleshooting and repairs of complex capital equipment within cleanroom environments.
Airport Systems Support Technician maintaining common - use equipment at Cincinnati/Northern Kentucky International Airport. Ensuring exceptional customer service and operating in a fast - paced environment.
Principal Product Support Engineer serving as the primary technical liaison for federal customer teams. Focused on hands - on infrastructure support and troubleshooting across technology layers.
Deliver tailored post - sales software services to local accounts while maintaining high satisfaction through issue resolution and proactive monitoring
Principal Product Support Engineer ensuring technical support between federal customer teams and HPE engineering. Managing escalations and resolving issues across diverse infrastructure environments.
Senior IT Support Analyst at Bradesco supporting critical Windows Server and Active Directory environments. Responsibilities include incident management and collaborating with engineering teams.