Service Support Field Engineer

We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Your Impact As a Field Support Engineeer at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon's products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats—from consultant to product expert to project manager—you will help customers optimize their daily workflows. You will play a crucial role in ensuring Axon's solutions align with key customer requirements while providing exemplary technical support and customer service. What You'll Do Location: Remote - Canada Travel Expectations: approx. 30% domestic Canada Reports to: Manager, Professional Services

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 techical 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 knoweldge base articles to improve customer support, self-service capabilities, and overall product comprehension.

Canadian Citizenship (required for working with sensitive government data; must pass security clearance).

• 5+ years of IT experience in a support or deployment role.
• Proven track record of managing customer relationships and technical projects successfully.

~ Robust IT background, with expertise in:

• Software image creation and maintenance.
• Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
• Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
• Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
• Solid ability to tailor technical discussions to varied audiences.
• Analytical, strategic, and creative problem-solving skills.
• Bilingual proficiency in French and English is preferred but not required.

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 . Some roles may also require legal eligibility to work in a firearms environment.

All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on ca.edajobs.com .