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Director of Technical Support

AxonAtlanta, Georgia, United States; Scottsdale, Arizona, United States
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Candidates should have significant experience in technical support leadership, a proven track record in operational excellence, and a deep understanding of AI and automation in support functions. Strong analytical skills, excellent communication abilities, and the capacity to collaborate across departments are essential. A Bachelor's degree in a relevant field is preferred.

About the job

Join Axon and be a Force for Good.

At Axon, our mission is to Protect Life. As explorers, we tackle society's most pressing safety and justice challenges with our suite of devices and cloud-based software. We believe collaboration is key; we nurture open communication and embrace diverse perspectives from our customers, communities, and each other.

Life at Axon is dynamic, challenging, and impactful. Here, you'll take ownership and drive meaningful change. Experience continuous personal growth while contributing to a mission that truly matters at a company where your contributions are valued.

Your Impact

As the Director of Technical Support, you will play a pivotal role in scaling and enhancing our Tier 1 Technical Support team to cater to a rapidly expanding global customer base. You will outline the strategic vision, organizational structure, and operational framework necessary to provide consistent, high-quality support at scale.

In this capacity, you will lead through leaders, foster operational excellence, and innovate the use of AI and automation to revolutionize support delivery. You will collaborate with Product, Engineering, Sales, and Customer Success teams to ensure a seamless, customer-focused experience while cultivating a high-performing, future-ready organization.

What You’ll Do

Location: Peachtree Corners, GA (Greater Atlanta Area) / Scottsdale, AZ
Reports to: Sr. Director, Global Support
Direct Reports: 15, including 1-2 Team Leads

Operations Leadership:

  • Guide and mentor technical support leaders and their teams, offering strategic direction, coaching, and organizational insight.
  • Enhance functional KPI performance in alignment with departmental and corporate objectives.
  • Ensure escalations are resolved effectively, which may involve coordination with other departments such as sales, customer success, and accounting.
  • Analyze, manage, and implement performance metrics, scorecards, and reporting to evaluate team and individual performance.

Quality Assurance, Training, and Process Improvement:

  • Examine top issues and trends from Salesforce, JIRA, and other systems to pinpoint improvement and training opportunities.
  • Partner with the training team and senior department leadership to develop QA and training strategies that ensure program effectiveness.
  • Identify areas for improvement and spearhead process optimization initiatives to enhance efficiency and customer satisfaction.

About Axon

Axon is committed to creating technology that enhances public safety and improves the justice system. Our innovative solutions empower law enforcement and communities to work together, ensuring a safer world for everyone. We value diversity and strive to create an inclusive workplace where every team member can thrive.

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