Senior Support Operations Specialist

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 Senior Support Operations Specialist focused on Software Provisioning, you will play a critical role in ensuring accurate and timely software provisioning, licensing, and entitlement management for our customers. You will own end-to-end execution of provisioning workflows and serve as a subject matter expert for licensing and entitlement operations across Axon's software ecosystem.
This role sits at the intersection of Support, Sales, Customer Success, and Engineering, ensuring customers receive seamless access to the software and features they’ve purchased. You will also drive process improvements, automation, and standardization across provisioning and licensing workflows.
You will thrive in a fast-paced environment that values ownership, precision, and continuous improvement.

What You’ll Do
Location: Axon Hub - Scottsdale, AZ, Seattle, WA, Atlanta, GA, or Boston, MA
Reports to: Sr. Director, Global Services and Support Operations

Software Provisioning & License Management

• Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
• Ensure accuracy and completeness of all provisioning requests across systems
• Manage and prioritize provisioning queues to meet SLAs and customer expectations
• Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams

• Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
• Act as a key point of contact for provisioning-related inquiries and escalations
• Validate work order details and resolve discrepancies impacting customer access or licensing

• Identify inefficiencies in provisioning and licensing workflows and drive improvements
• Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
• Support automation initiatives to reduce manual effort and improve accuracy
• Document processes, SOPs, and best practices

• Maintain visibility into provisioning requests, backlog, and completion metrics
• Monitor SLAs and proactively address bottlenecks
• Analyze trends in provisioning errors or delays and recommend corrective actions
• Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role

• 4+ years of experience in support operations, provisioning, licensing, or order management
• Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
• Experience working in queue-based or ticket-driven environments with SLA accountability
• Proven ability to troubleshoot operational issues and drive resolution across teams
• Strong attention to detail with a focus on accuracy and quality
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Experience in SaaS, IoT, or security technology environments
• Experience with licensing automation or provisioning tools
• Familiarity with Axon's software ecosystem (e.g., cloud evidence and related platforms) or comparable SaaS provisioning environments

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.

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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 recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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