Technical Support Engineer II
Axon · Sterling, Virginia, United States · Posted Jul 2, 2026
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Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
The Technical Support Engineer provides 1st and 2nd level support to Dedrone by Axon customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone by Axon is offering the best level of service to the customer’s satisfaction. This is a customer focused, technical, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals.
What You’ll Do
Location: Sterling, VA or Mesa, AZ offices - 4 days in-office required
Reports to: Manager, Technical Support – Dedrone by Axon
Develop a complete understanding of the Airspace Security Solutions by Dedrone by Axon
Provide 1st and 2nd level support for the Dedrone by Axon Product Family to field engineers and customers
Research and identify solutions to resolve software and hardware issues
Diagnosing and troubleshoot technical issues, including account setup and network configuration
Take ownership of customer issues reported and seeing problems through to resolution
Track internal and external requests and technical issues to resolution, within agreed time limits
Update, maintain and monitor our customer systems as a full service
Ensure all requests and issues are properly logged
Prioritize and manage several open issues at one time
Document technical knowledge in form of notes and manuals
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Work with engineering and development teams to perform root cause analysis
Take part in On-call Support and weekend coverage
What You Bring
Bachelor’s degree in computer science or a related field, or 5+ years relevant work experience preferred
Previous practical work experience in the field of customer support
Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
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
Basic understanding of cloud computing solutions
Drone pilot license in future
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
US Citizenship is required with the ability to obtain US Government security clearance
Benefits that Benefit You
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
Employee Resource Groups (ERGs)
And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
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