Technical Support Representative (Bilingual – French/English)

The role

You will provide expert-level technical support in French and English to customers and law enforcement partners. You will troubleshoot hardware and software issues and translate technical documentation.

What you will do

• Troubleshoot and resolve technical issues related to AXON Hardware and Software products
• Become a subject matter expert in Axon’s product base
• Provide support to assist customers with complex issues
• Identify and report product bugs and partner with internal departments
• Use data and customer feedback to identify product insights and trends
• Advocate on behalf of users to improve products and user experience
• Provide bilingual technical support via phone, email, and chat
• Translate and localize technical documentation and knowledge base articles
• Manage the French support queue as the primary point of contact
• Support the onboarding and training of French-speaking customers

Required qualifications

• 2+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
• Full professional fluency in both French and English (spoken and written)
• Proficient with Windows operating systems, mobile devices and cloud-based solutions
• Strong comprehension of internet networking and routing
• Strong interpersonal and communication skills
• Ability to articulate technical concepts in both French and English
• Ability to manage competing priorities and adapt to changing environments
• Self-driven, able to take ownership, work independently and manage key stakeholder needs

Nice to have

• Bachelor’s Degree
• Experience in Axon applications (Salesforce, MS Dynamics, JIRA, and RingCentral)
• 2+ years of experience in networking and telecommunication
• Technical support roles related to public safety and government
• Network and telecommunication-specific professional certifications
• System Administration certifications
• Native or near-native French proficiency with demonstrated experience providing technical support in French
• Experience supporting customers in the U.S., France, Canada, or other Francophone regions
• Prior experience translating or localizing technical content between French and English

Before you apply

• Must pass a Criminal Justice Information Services (CJIS) background check
• Some roles may also require legal eligibility to work in a firearms environment

About the company

Axon is on a mission to Protect Life by providing police agencies with a suite of hardware and software solutions. They focus on solving public safety challenges through an ecosystem of devices and cloud software.