Director of Technical Support

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 ImpactAs 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 DoLocation: Peachtree Corners, GA (Greater Atlanta Area) / Scottsdale, AZReports to: Sr. Director, Global SupportDirect Reports: 15, including 1-2 Team LeadsOperations 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.

Smarsh supports organizations in regulated sectors by helping them manage risk and gain insight from digital communications. Over 6,500 clients rely on Smarsh to spot compliance, legal, and reputational risks across more than 80 communication channels. The company’s work helps clients avoid regulatory penalties and negative publicity. Smarsh has earned recognition from Gartner and Forrester for its innovation and has appeared on the Inc. 5000 list every year since 2008. Role overview The Senior Technical Support Engineer I provides dedicated support for key customers in Atlanta. Acting as an Account Manager for select clients, this role leads weekly status meetings with stakeholders to monitor progress and address any concerns. Beyond handling support cases, the engineer is responsible for delivering service that aims to exceed customer expectations. Location Atlanta

At NiCE Systems, we embrace challenges and push boundaries. We are ambitious innovators and dedicated competitors, committed to achieving excellence. If you thrive on challenges and aspire to make a significant impact, we have the perfect career opportunity for you.The Technical Support Engineer will provide expert technical assistance to resolve end-users' connectivity issues with the NiCE product suite. Key responsibilities include troubleshooting and diagnosing escalated customer inquiries, collaborating in a consultative manner to deliver beneficial solutions, and working cross-departmentally to ensure a seamless experience that meets our customers' needs. Our highly skilled Technical Support team is dedicated to providing exceptional client support in resolving complex issues through various communication channels, including email, chat, and voice.As a Technical Support Engineer, your typical day may involve:Managing tickets via a web-based system, email, voice, or chatValidating ticket prioritization and keeping users informed of progressResolving end-user issues related to applicationsDocumenting and routing incidents to specialized teamsProviding resolution and recovery of incidentsMaintaining accurate records of all actions taken in the ticketing systemAdditionally, you will escalate incidents as necessary, troubleshoot VoIP, T1, DS3, Ethernet, OC-X, and Toll-Free services, monitor incidents with third-party providers, analyze logs for troubleshooting, and review network diagrams. Flexibility in schedule and on-call services is expected, along with effective communication with both internal and external customers.

Join ThermalWorks LLC as a Technical Support Specialist, where you'll collaborate closely with the Director of Service to be the frontline of our Technical Service organization. Your responsibilities will include providing first-response support, system validation, and accurately capturing high-quality data during significant events. Beyond core monitoring and escalation tasks, you will also cater to customer experience (CX) requirements, ensuring seamless operation across time zones. This execution-focused role operates within established boundaries to facilitate safe and timely decision-making by Technical Service leadership. We seek an individual who is agile, professional, and capable of handling confidential information while thriving in a dynamic environment.At ThermalWorks, we prioritize efficiency and aim for smooth operations. Our mission is to deliver integrated cooling solutions for data centers and commercial buildings that significantly lower energy demand, reduce water usage, and decrease cooling costs. Our innovative solutions lead the industry by outperforming traditional air- and water-cooled systems regardless of climate conditions.We value sustainability and innovation, which is why we are selective in our hiring process. Trust, communication, reliability, and self-motivation are essential attributes for our team members. We are on the lookout for creative thinkers and high performers who are eager to make a positive impact. We offer flexibility and limitless growth opportunities to those who can leverage their skills and talents to create value. As part of the Endeavour Energy, LLC family, you'll join a diverse, passionate group dedicated to making a difference for both people and the planet. Are you ready to embark on this journey with us?

Join Banyan Software as a Technical Support Analyst where you will play a crucial role in providing high-level technical assistance for our Linux and SQL environments. You will be responsible for troubleshooting complex issues, guiding customers through technical problems, and ensuring their satisfaction with our products.As part of our dynamic team, you will collaborate with developers to identify and resolve software bugs, and participate in the continuous improvement of our support processes. This position requires a blend of technical expertise and excellent communication skills to provide top-notch support to our clients.

Join Saviynt, a leader in identity security, as we redefine the customer experience for our cutting-edge AI-powered identity platform. Our innovative solutions manage and govern access to applications, data, and business processes, ensuring that organizations can safeguard their digital assets while enhancing operational efficiency and minimizing compliance costs. We are at the forefront of enabling businesses to safely embrace AI technologies. For more details, visit www.saviynt.com.Saviynt is seeking a forward-thinking Director or Senior Director to transform the enterprise experience for our exceptional Identity Governance and Administration (IGA) and Identity Access Management (IAM) platforms. In this pivotal role, you will report to the Global Customer Support leadership and be responsible for crafting a comprehensive strategy for orchestrating upgrades across a vast network of global enterprise customers, delivering a White Glove customer experience. This influential position blends technical leadership with a commitment to customer satisfaction, ensuring that upgrades are predictable, low-risk, and align seamlessly with customer operations to guarantee disruption-free deployments.In your role, you will focus on evolving traditional maintenance into a world-class, automated operation. Collaborating closely with Product and Engineering teams, you will create an AI-enhanced framework aimed at simplifying processes through pre-validation checks, automation, and customer self-service tools. Establishing a robust governance framework—including risk assessments, rollback procedures, and incident responses—will be critical to achieving consistent execution and minimal downtime. By centralizing communications with customers, you will prioritize their experience throughout the upgrade journey. Your success will be evaluated based on key performance indicators such as upgrade adoption rates, cycle time reductions, decreased customer effort during upgrades, and overall post-upgrade satisfaction.As a global leader, you will adeptly manage cross-functional complexities, utilizing negotiation and influence to align teams across Sales, Success, and Operations with a unified message. This leadership position requires flexibility to accommodate various shift timings, including weekends, to support our global operations. If you are a strategic orchestrator, passionate about enhancing Cloud Operations and Customer Experience while driving the next wave of SaaS innovation, we want to hear from you.

Role overview The Technical Director of Product Success for CRM at ServiceNow plays a key role in Atlanta. This position focuses on ensuring that customers gain the most value from ServiceNow's CRM offerings. The director guides efforts to improve customer experiences and outcomes with these products. What you will do Lead projects and initiatives that help customers maximize value from CRM solutions Collaborate with teams throughout the company to enhance support strategies Develop and drive programs that boost customer satisfaction and encourage wider product adoption

Join Axon and Make a Difference.At Axon, we are dedicated to the mission of Protecting Life. We tackle society's most pressing safety and justice challenges through our innovative ecosystem of devices and cloud-based software. Our collaborative approach fosters open communication and diverse perspectives, enriching our connections with customers and communities alike.Life at Axon is dynamic, challenging, and rewarding. Here, you will take ownership and make a tangible impact, growing alongside a team committed to a purpose that truly matters.Location: Peachtree Corners, GA, United States (Greater Atlanta Area)Reports to: Senior Manager, Technical SupportDirect Reports: N/A

Become a Force for Good with Axon.At Axon, we are dedicated to our mission of protecting life. We tackle critical safety and justice challenges using our innovative devices and cutting-edge cloud software. Collaboration is key to our success; we foster open communication and value diverse perspectives from our customers, communities, and each other.Join us at Axon, where the work is fast-paced and impactful. Here, you'll have the opportunity to take ownership of your projects and contribute to meaningful change while growing in your career at a company that values you.Your Contribution:As a Networking Technical Support Specialist, you will deliver exceptional technical assistance to Axon Fusus customers through various channels, including phone, email, and chat. This role is centered on customer service, providing solutions related to hardware and software, while striving to meet and exceed performance and quality standards.

Join Our Customer Success Team at TractianAt Tractian, our Customer Success team plays a pivotal role in driving renewals and expansion, ensuring long-term value, retention, and growth for our global clientele. We pride ourselves on fostering strong relationships with industry leaders such as Hyundai, Bosch, and Kraft Heinz, helping them achieve outstanding success with Tractian’s innovative solutions. Our team, recognized as trailblazers in industrial technology, is dedicated to delivering immediate returns on investment, building lasting partnerships, and achieving exceptional net revenue retention. Every member of our team is empowered to make a significant impact, celebrated for their excellence, and supported in creating enduring value for our customers.Key ResponsibilitiesAs a Technical Support Engineer, you will take the lead in troubleshooting mechanical challenges, providing efficient solutions, and ensuring outstanding customer satisfaction. You will collaborate with our development team to enhance our products, offer remote support through Helpdesk and email, and meticulously document all actions within HubSpot CRM. Furthermore, you will create support materials and share your knowledge to elevate technical reliability and drive customer success.

Join Artech Information Systems LLC as a Deskside Support Technician in Atlanta. We are seeking a dedicated professional to provide exceptional technical support to our clients and enhance their user experience. In this role, you will troubleshoot hardware and software issues, assist with installations, and ensure that our clients receive top-notch service.

Join our team as a Deskside Support Specialist in Atlanta, Georgia. In this role, you will provide top-notch technical support to our end-users, ensuring their IT issues are resolved efficiently and effectively. You will be the first point of contact for troubleshooting hardware and software problems, assisting with installations, configurations, and maintenance of computer systems. If you are passionate about technology and customer service, we want to hear from you!

About the Role Keyfactor Inc. is looking for an IT Support Engineer in Atlanta, Georgia. This role focuses on delivering technical support to clients, working to keep their systems reliable and efficient. The position plays a key part in upholding the company’s reputation for quality service and technical know-how. What You Will Do Respond to client technical issues and troubleshoot system problems Work to resolve support requests efficiently and professionally Help maintain smooth operation of client systems Who We’re Looking For Experience providing technical support in an IT environment Strong problem-solving skills and attention to detail Clear communication with both technical and non-technical users

As the Director of Technical Software Project Management, you will play a pivotal role in leading and overseeing all software-related project initiatives within Kuecker Pulse Integration's (KPI) diverse portfolio of supply chain and warehouse automation projects. This position is integral in bridging the gap between software development, systems integration, controls engineering, and client operations, ensuring the successful implementation of KPI's intelligent warehouse software solutions, including Warehouse Management Systems (WMS), Warehouse Execution Systems (WES), and Warehouse Control Systems (WCS).Strategic LeadershipDefine and implement a comprehensive software project management strategy aligned with KPI's growth objectives and client commitments.Establish and enhance project management methodologies, standards, and best practices across all technical software initiatives.Work closely with KPI's executive leadership to prioritize project portfolios and effectively allocate resources across multiple client engagements.Contribute to KPI's technology-agnostic approach by assessing and recommending optimal software solutions to meet client needs.Project Oversight & DeliveryManage the complete lifecycle of technical software projects, from requirements gathering and design through development, testing, deployment, and post-go-live support.Handle multiple concurrent projects involving WMS, WES, WCS, SCADA, PLC integration, and robotics and automation technologies such as AutoStore and Geek+.Ensure all projects adhere to quality standards, meet client expectations, and fulfill contractual obligations.Identify and mitigate risks associated with projects, resolving obstacles and escalating issues as necessary.Collaborate closely with KPI's systems integration and consulting teams to align software deliverables with broader facility design and automation strategies.Team Management & DevelopmentLead, mentor, and develop a team of technical project managers and coordinators.Cultivate a culture of accountability, continuous improvement, and technical excellence that reflects KPI Solutions' core values.Conduct performance evaluations, establish professional development goals, and facilitate career advancement opportunities within the team.Attract and retain top talent in a competitive market for technical project management professionals.Cross-Functional CollaborationAct as the primary liaison among software engineering, systems integration, controls engineering, sales, and client stakeholders.Collaborate with KPI's solutions team to develop customized software solutions that address specific client challenges.

Join Axon and be a Force for Good.At Axon, we’re dedicated to Protecting Life. Our mission drives us to tackle society’s most pressing safety and justice challenges through our innovative devices and cloud software. We believe in collaboration and communication, valuing diverse perspectives from our customers, communities, and team members.Working at Axon means being part of a dynamic and impactful environment where your contributions truly make a difference. Here, you’ll seize opportunities to lead change and continuously grow as you pursue a meaningful mission at a company that values you.Your ImpactAxon is in search of a motivated and skilled Technical Support Engineer who is passionate about customer service, proficient in computer networking, knowledgeable in cloud solutions, and adept in Linux systems administration. This pivotal role involves addressing critical and escalated issues, where we seek a self-motivated individual who thrives in a fast-paced, innovative startup atmosphere focused on law enforcement and excels at troubleshooting technical challenges.

Join our dynamic team at Artech Information Systems LLC as a Deskside Support Technician in Atlanta! This contract position offers an exciting opportunity to work directly with clients in resolving technical issues and providing exceptional support. You will be the first point of contact for users experiencing hardware and software challenges, ensuring their systems are functioning optimally.

Join our dynamic team at Campus as a Technology Support Specialist. In this pivotal role, you will provide exceptional technical support to users, ensuring that all technology-related issues are resolved efficiently. You will work closely with various departments to maintain and enhance system performance, troubleshoot issues, and facilitate user training sessions. Your expertise will help shape our technology initiatives and improve overall user satisfaction.

Join Our TeamAt Smarsh, we empower organizations to manage risk and harness intelligence within their digital communications. Over 6,500 clients in regulated sectors rely on Smarsh to identify compliance, legal, or reputational risks across more than 80 communication channels, preventing potential regulatory fines or negative headlines. Our commitment to relentless innovation has established us as a leader recognized by analysts like Gartner and Forrester, and we are proud to have been featured in the annual Inc. 5000 list of America’s fastest-growing companies since 2008.Position Overview As the Senior Manager of Global Technical Support for Smarsh's Call Recording & Analytics division, you will play a pivotal role in our global support leadership team. You will lead a worldwide team dedicated to providing swift and effective assistance to our customers regarding technical challenges related to our products and services. Your responsibilities will include ownership of support delivery, ensuring customer satisfaction, and developing strategies for service excellence. You will focus on adherence to service level agreements (SLAs) regarding response times, support readiness, and team growth. Collaboration with Smarsh's cross-functional leadership, especially in product and sales, will be key to ensuring product supportability and resolving escalated issues, while also promoting the utilization of self-service options to enhance knowledge reuse and expedite resolutions.

Join our dynamic team at Artech Information Systems LLC as a Deskside Support Technician! In this role, you will be the first point of contact for our clients, providing exceptional technical support and troubleshooting assistance. Your expertise will help resolve hardware and software issues, ensuring that our clients can operate smoothly and efficiently.

About Pulse GamesAt Pulse Games, we are passionate about developing mobile games that are not only entertaining but also visually captivating. Our skill-based games celebrate exceptional talent by rewarding quick thinking and strategic decision-making. Our creative process is driven by collaboration, continuous learning, and a commitment to excellence.We are seeking a Director of Global Customer Support to spearhead our global player support operations. In this pivotal role, you will ensure that our players have a seamless, dependable, and trustworthy experience across our games. This position is instrumental in defining our customer support strategy, structure, and culture, from resolving player concerns to enhancing trust and safety.Key ResponsibilitiesEstablish and expand a world-class customer support organization.Develop and implement a comprehensive support strategy across all player interactions, guaranteeing consistency and high quality.Introduce tools, automation, and processes to enhance efficiency, scalability, and self-service capabilities.Monitor and refine KPIs to foster ongoing enhancements.Manage sensitive cases, including payment issues, fraud detection, and responsible gaming, ensuring adherence to regulatory standards.Collaborate closely with the product team to deliver safe and enriching player experiences.Act as the voice of the player, ensuring their feedback shapes both product and operational strategies.