Technical Support Engineer I

Axon

Technical Support Engineer providing technical support for Dedrone by Axon customers. Researching and resolving technical issues while maintaining a high standard of customer service.

Posted 5/13/2026full-timeKassel • 🇩🇪 GermanyMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudLinux

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Hybrid schedule with remote work on Mondays
Opportunities for professional growth and mentorship
Engaging and meaningful work culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingnetworkingLinuxcloud computingtechnical supportsoftware issues resolutionhardware issues resolutionaccount setupnetwork configurationroot cause analysis

Soft Skills

ownershipurgencyteamworkknowledge sharingcommunicationproblem-solvingtime managementdocumentationcustomer servicecollaboration

Certifications

Bachelor's degree in Computer Sciencedrone pilot license