Technical Services Escalation Engineer

Axis Communications

. Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support .

Posted 4/22/2026full-timeChelmsford • Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $90,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support
Respond to and engage Team Leads requests to directly assist with escalated and/or challenging customer issues as needed
Maintain subject matter expertise on Axis products, solutions and/or technologies
Work directly with Technical Service Specialists (TSS) group to resolve customer issues, identify product issues, update documentation, and complete other tasks as directed
Develop and deliver knowledgebase articles, white papers, and “how to” guides aimed at educating TSEs based on data from escalations
Debrief resolved escalated cases with the respective Tier II TSE to identify training needs for both the individual and team levels
Partner closely with TSSs to identify possible product issues and proactively monitor and identify trends in customer inquiries
Actively monitor new case queues and provide feedback to give TSEs a “head start” on how to troubleshoot
Activate and resolve new Helpdesk cases from the queue as needed

Requirements

What you’ll need

Existing Level II, Level III, or Senior TSE
2-3 years’ Axis experience with a demonstrated subject matter expert in at least one Axis area of specialty and proficiency in all others
Bachelor’s degree or equivalent experience in technology

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingcase managementknowledgebase developmentdocumentationcustomer supportescalation managementdata analysisproduct issue identificationtechnical writingtrend analysis

Soft Skills

communicationcollaborationproblem-solvingcustomer engagementtrainingfeedback provisionsubject matter expertiseteamworkadaptabilityproactive monitoring