Field Support Engineer

The Field Support Engineer at Axon plays a critical role in serving as the primary technical liaison, managing customer relationships, providing technical support, and ensuring that operational goals are achieved using Axon's innovative products. Responsibilities include troubleshooting technical issues, facilitating training sessions, and communicating customer feedback for product improvements.

To be considered for the Field Support Engineer position at Axon, candidates should possess at least 5 years of IT experience in a support or deployment role. A strong background in network administration, Microsoft technologies, and experience working with law enforcement or government entities are highly preferred. Additionally, candidates must have Canadian citizenship for security clearance.

As a Field Support Engineer at Axon, you contribute to customer success by offering tailored technical support, understanding customer needs, and optimizing their use of Axon solutions. By acting as both a consultant and an advocate, you help customers navigate challenges and enhance their workflows, directly impacting their operational efficiency.

Newly hired Field Support Engineers at Axon undergo comprehensive training to develop expertise in Axon technologies. This training involves understanding product functionalities, troubleshooting methods, and customer communication protocols to ensure they can effectively support and train customers with confidence.

Field Support Engineers at Axon oversee a variety of projects including customer integrations, deployment of tech solutions, and technical assessments. They coordinate efforts for product implementations and serve as a resource for both the customer-facing teams and internal project teams, aiming to drive successful outcomes for all stakeholders.

In your answer, highlight specific examples where you provided technical support, including troubleshooting methods you used, customer issues you resolved, and how your communication contributed to customer satisfaction.

Discuss your method for prioritization, such as using a ticketing system or maintaining open communication with customers to assess urgency. Emphasize your organization skills and ability to balance competing demands while ensuring quality support.

Share your relevant technical skills, including knowledge of networking, software maintenance, APIs, and familiarity with Microsoft systems. Be sure to mention any specific tools or platforms you've used that align with Axon’s technology offerings.

Explain your approach to collecting feedback, analyzing customer complaints, and implementing changes or escalating issues to ensure resolution. Mention any experience with using customer feedback to drive product improvements.

Provide an example of a training session you conducted, detailing your preparation, the methods used to convey complex information, and the outcome of the training. Highlight your ability to tailor your communication style to different audiences.

Illustrate your problem-solving process by explaining how you would research the issue, consult with team members, or leverage documentation. Emphasize your commitment to ensuring the customer sees minimal disruption.

Share a detailed example of a project, your role in it, the objectives set, and how you measured success. Focus on your leadership skills and the collaborative effort involved to achieve the project's goals.

Reflect on the importance of trust, transparency, and communication in maintaining customer relationships. Discuss how you build rapport and ensure customers feel supported and valued throughout their engagement.

Articulate your alignment with Axon’s mission to Protect Life and how your skills and passion for technology and customer service resonate with the company's values. Mention specific aspects of Axon that attract you as a potential employer.

Discuss your strategies for communication, such as regular check-ins, using collaborative tools, and being proactive in sharing updates. Emphasize the importance of being adaptable and understanding different team dynamics.