Manager, Technical Support

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. 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. Your Impact 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. What You’ll Do 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 What You Bring 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. Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Medical, Dental, Vision plans Fitness Programs Emotional Men ... (truncated, view full listing at source)