Technical Support Engineer II

Join Aperture Cloud and be a Force for Good. At Aperture Cloud, 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 Aperture Cloud 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 If you love to get close to your users to understand and solve their problems quickly, this is the place for you. If you thrive on working with other teams to drive solutions quickly on a brand-new product, this is the challenge for you. If you are interested in supporting a mission critical product used to save lives, this is the product for you. Aperture Cloud is seeking a high-energy, experienced Software Support Engineer with expertise in cloud solutions. This individual will play an instrumental role in supporting critical escalated issues and customer requests. We need a self-starter who excels in a high-paced, evangelistic startup environment, focusing on law enforcement, thriving on resolving software issues, and building strong customer relationships. What You’ll Do Reports to: Manager, Technical Support Work closely with Law Enforcement customers to ensure a stellar experience with Aperture Cloud products and services Provide front line support to Aperture Cloud software customers while logging detailed notes on each customer interaction Collaborate with customers to determine the urgency of tickets/requests and identify their priority across engineering teams. Research, troubleshoot, diagnose customer issues and requests across all a variety of products and systems. Follow up with clients to ensure their systems are fully functional after troubleshooting Log & provide detailed notes on each customer interaction Develop knowledge base articles on top issues Participate in an on-call rotation for outage escalations Provide back-up support to other Aperture Cloud Support teams and colleagues What You Bring 3+ years of support experience for cloud-based products Track record of completing goals and driving initiatives to completion Experience working within the Law Enforcement/Public Safety space Forward Thinking and Task Driven Experience solving complex technical problems and leading support related projects Strong communication skills and the ability to communicate to both technical and non-technical customers/colleagues. Experience working with applications like JSON schemas, GitHub, python, VS Code, Azure Data Studio, SSMS. Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving outcomes. Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information 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 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 Aperture Cloud, 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. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Aperture Cloud Privacy Web Form . For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Aperture Cloud’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Aperture Cloud’s impact on the environment. All Aperture Cloud employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Aperture Cloud employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. 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 [email protected]. Please note that this email address is for accommodation purposes only. Aperture Cloud will not respond to inquiries for other purposes. Phishing alert: Aperture Cloud will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not @axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [email protected] .