Manager, Technical Support

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. 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 Axon 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.

As a Manager of Technical Support you will help drive key strategic decisions to improve the 24 x 7 technical support experience. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills.

Location: This role is based out of our Scottsdale, AZ office and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Mondays through Thursdays, with the flexibility to work remotely on Fridays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
Reports to: Sr. Manager, Customer Support
Direct Reports: 10-15 Technical Support Representatives, 1 Team Lead

• →Develop procedures and policies for better handling of customer correspondence and customer complaints
• →Monitor business and process metrics to measure and manage technical support & customer service effectiveness
• →Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
• →Oversee and maintain the Technical Support team across multiple cities & countries
• →Maintain in-depth working knowledge of the company’s products, systems and processes
• →Schedule meetings with the internal teams to discuss and resolve technical failures/customer concerns
• →Manage hiring, training, retention and performance of the support teams
• →Act as the Voice of the Customer across the organization
• →Identify new tools and technologies to better serve the customer
• →Monthly & Quarterly reviews of metrics and customer focused OKRs
• →Daily issue triage and escalation handling
• →Provide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience
• →1:1s with direct management team

• Bachelor’s Degree or equivalent work experience
• 5+ years of experience in a customer facing role
• 3+ years of experience of managing customer support teams or relevant Axon Customer Support experience
• 2+ years of experience working with incident ticketing / tracking systems
• Excellent communication and negotiation skills
• Technology/software/SaaS industry experience
• Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferred
• Networking certifications a plus
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

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 Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon 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. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon 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].