Manager, Technical Support Scottsdale, Arizona, Scottsdale, Arizona

Location:

Scottsdale, Arizona, United States

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.

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

• 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.

• 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

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every…