Axon · 3 months ago
Director, Technical Support (Dedrone)
Sterling, Virginia, United States
Full-time
Onsite
Director/Executive
10+ 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 Director of Technical Support (Dedrone) will be responsible for scaling and integrating the Dedrone support organization into Axon’s Global Customer Support framework, ensuring a unified customer experience and leading a high-performing technical support team.
ElectronicsGovTechHardwareSoftware
Responsibilities
Define and execute the support strategy for Dedrone’s products, aligning with Axon’s GCS best practices and operational cadence
Build and scale a high-performing technical support team with clear roles, workflows, and escalation paths across tiers
Design and implement standardized processes and KPIs to ensure consistency in service quality, SLA adherence, and backlog management
Execute a roadmap for systems integration (CRM, telephony, tooling) in partnership with IT and Ops, enabling seamless customer and agent experiences
Lead change management efforts to harmonize processes, tools, and culture between Dedrone and Axon teams
Serve as the primary support liaison with Product, Engineering, Program Management, Customer Success, Sales, and Enablement teams
Ensure support readiness for new products and feature releases through proactive alignment with product roadmaps
Collaborate with Engineering to drive root cause analysis and corrective actions for escalated product issues
Partner with GCS Enablement to create training programs that develop technical depth and product confidence across the team
Work closely with training and other support leaders to ensure documentation is accurate, accessible, and continuously improved
Drive a data-informed culture by establishing dashboards, analytics, and operational reviews that highlight trends, risks, and areas for improvement
Monitor and report on key support metrics such as CSAT, FCR, AHT, backlog aging, and escalation volume
Identify automation opportunities and process optimizations to reduce manual effort and increase efficiency
Qualification
Required
10+ years of experience in end-user technical support, including at least 6+ years in progressive leadership positions in fast-paced tech companies
Strong understanding of tiered support models, SaaS platforms, and connected hardware products (IoT, robotics, drones, or similar)
Knowledge of customer support/contact center best practices, including: Salesforce.com (omnichannel), CCaaS systems, WFM systems, Training platforms, and Quality Assurance
Bachelor's degree required, preferably in a technical field
Strong Linux and networking knowledge and a familiarity with consumer UAV protocols, RF tech, and cloud computing strongly preferred
Proven success in integrating or scaling support teams post-M&A is strongly preferred
Demonstrated ability to lead teams through organizational change and cultural integration
Expertise in building structure in ambiguous environments with a clear focus on scalability and sustainability
Ability to prioritize and manage multiple complex workstreams in a fast-paced, evolving landscape
Skilled at building trust and alignment across Product, Engineering, IT, and Customer-facing teams
Exceptional communicator who can translate technical and operational challenges into business terms and strategic actions
Strong executive presence; able to represent support priorities at senior leadership and cross-functional forums
Proven people leader with a track record of hiring, developing, and retaining high-performing technical support talent
Passion for building inclusive, mission-driven teams that put the customer at the center of everything they do
Able to mentor emerging leaders and foster a culture of accountability, transparency, and continuous improvement
Preferred
Strong Linux and networking knowledge and a familiarity with consumer UAV protocols, RF tech, and cloud computing strongly preferred
Proven success in integrating or scaling support teams post-M&A is strongly preferred
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
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
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