[Hiring] Data Analytics Support Engineer @Axon

Role Description

Join Axon and be a Force for Good. At Axon, 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. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change.

Your Impact: Axon Records and Axon Standards are changing how law enforcement completes report writing and scene documentation. We are looking for a Data Analytics Support Engineer who combines Power BI and SQL expertise with hands-on Datastore support to keep customer analytics running and improving.

This role sits within our Support organization. Customer requests arrive as support tickets, and you will own them from intake to resolution.

What You'll Do

• Location: Remote. Up to 20% travel. Must be within commutable distance to one of our Hub locations: Scottsdale AZ, Seattle WA, Boston MA, Atlanta GA.
• Reports to: Director, Data Integration and Architecture
• Dashboard and analytics support:
  • Own customer support tickets for analytics from intake to resolution, logging detailed notes on each interaction.
  • Modify and enhance existing Power BI dashboards and reports, including adding metrics, visuals, filters, and fields.
  • Diagnose and fix issues in customer dashboards, data models, and refreshes.
  • Build new dashboards and reports when requested, using Axon's standard templates and best practices.
  • Optimize data models and queries for performance and efficiency.
  • Use AI tools (such as Cursor, Claude, and Gemini) to speed up SQL development, dashboard building, and troubleshooting.
• Dashboard monitoring and incident response:
  • Monitor and maintain the customer dashboard alerts channel.
  • When a customer dashboard goes down, triage the issue, find the root cause, and fix it, or work with Engineering, Datastore, and Integrations teams to resolve it.
  • Communicate status and resolution to internal stakeholders and customers, and follow up to confirm everything is working.
  • Identify recurring failures and work with partner teams to prevent them.
• Datastore support:
  • Provide front line Datastore support to Axon Records and Standards customers.
  • Write and troubleshoot SQL queries to meet customer reporting needs.
  • Research, diagnose, and resolve issues with the Axon Datastore and related RMS data.
  • Work with customers to determine urgency and set priority across engineering teams.
  • Follow up with customers to make sure systems are fully functional after troubleshooting.
• Knowledge sharing and collaboration:
  • Write knowledge base articles on top issues and common dashboard fixes.
  • Report bugs and trends to Product and Engineering teams.
  • Partner with the Analytics, Datastore, Conversions, and Integrations teams to resolve cross-functional issues.
  • Be a product subject matter expert in analytics and reporting for Axon Records and Standards.

Qualifications

• 3+ years of experience supporting cloud-based products, ideally in analytics, reporting, or public safety software.
• Strong proficiency in SQL, including writing, modifying, and troubleshooting queries on relational databases (SQL Server Management Studio, MySQL).
• Hands-on experience building and supporting Power BI dashboards and reports (experience with Tableau, SSRS, or Crystal Reports is also valued).
• Experience with JSON and XML.
• Knowledge of computer and server environments, operating systems, and storage.
• Familiarity with AI assisted development tools to write and troubleshoot SQL and build dashboards more efficiently.
• Strong ticket management discipline, including prioritization, documentation, and follow-through.
• Strong communication skills, with the ability to work with both technical and non-technical customers and colleagues.
• Intellectual curiosity, autonomy, accountability, and a positive approach.
• Ability to work independently with substantial latitude, as part of a collaborative team.
• Knowledge of public safety and crime analysis is preferred.
• Bachelor's degree or equivalent experience in computer science or data analytics is preferred.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Benefits

• 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.