Axon · 3 months ago
Manager, Technical Support
Scottsdale, Arizona, United States
Full-time
Onsite
Mid, Senior Level
5+ years expAxon is on a mission to Protect Life, focusing on critical safety and justice issues through their ecosystem of devices and cloud software. The Manager of Technical Support will drive key strategic decisions to enhance the technical support experience, overseeing a team of 10-15 representatives and implementing procedures to improve customer interactions and service effectiveness.
ElectronicsGovTechHardwareSoftware
Responsibilities
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
Qualification
Required
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
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
Preferred
Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP)
Networking certifications a plus
Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
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
Company
Axon
Axon provides electronic control devices to law enforcement and corrections agencies.
1001-5000 employees
H1B Sponsorship
Axon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-03-05Post Ipo Debt· $1.75B
2018-08-07Post Ipo Equity· $246M
2001-06-07IPO
Leadership Team
Jay Reitz
SVP Software Engineering
Anthony Baldoni
VP Strategic Initiatives
Recent News
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Company data provided by crunchbase