Technical Support Representative - Fusus

About Axon

Axon is seeking a Technical Support Representative for the Fusus platform in Atlanta, GA. This on-site role involves assisting customers with technical inquiries, troubleshooting issues, and working with product and engineering teams to deliver effective solutions. You will help with onboarding, document common problems, and contribute to knowledge base materials to improve self-service support.

Responsibilities

• Respond to customer inquiries via phone, email, and chat about the Fusus platform.
• Troubleshoot product issues and provide clear, actionable solutions.
• Reproduce and document bugs; escalate to engineering as needed.
• Maintain up-to-date knowledge of Fusus features and updates.
• Collaborate with cross-functional teams to improve customer experience.
• Contribute to the knowledge base and training materials.

Qualifications

• 1-3 years of technical support or customer service experience for SaaS products.
• Strong problem-solving and communication skills; ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems (e.g., Zendesk) and common CRM tools.
• Bachelor's degree or equivalent work experience preferred.