Director, Technical Support Job at NaSPA, Inc. in Salt Lake City
NaSPA, Inc., Salt Lake City, UT, United States
Join Axon and be a Force for Good.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact We are hiring a Director of Technical Support (International) to play a pivotal role in scaling our Tier 1 and Tier 2 Technical Support teams globally. Reporting directly to the Senior Director, Global Support, you will be responsible for building the operational foundation, structure, and cross-functional partnerships necessary to support our rapidly evolving product portfolio across geographical regions.
This role requires a strong technical support leader with deep operational experience, a solid working knowledge of connected device products, a track record of building and transforming teams, and the ability to lead through change. You will shape and implement scalable support processes, drive post-acquisition alignment, and partner closely with Product, Engineering, Sales, Customer Success, and IT to deliver a unified, world-class customer experience.
What You’ll Do Location: Bucharest, Romania Direct Reports: 15
In accordance with our updated team guidance, some roles at Axon will now have an in-office expectation of four days per week (Tuesday-Friday), unless there is an approved accommodation.
Reports to: Sr. Director, Global Support
1. Global Support Leadership
Lead international Tier 1 and Tier 2 Technical Support teams supporting Axon body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
Establish and scale a
follow-the-sun support model
to ensure seamless global coverage and case handoffs across regions.
Build and develop Axon's
Bucharest Support Center of Excellence , establishing operational rigor, strong leadership, and scalable team structures.
Coach and develop frontline employees while driving a high-performance, customer-first culture.
2. Operational Excellence & Tier 1 Management
Drive Tier 1 operational performance including
WFM, QA programs, scheduling, and real-time adherence .
Own core support KPIs including
CSAT, SLA adherence, backlog health, escalation rates, and first contact resolution .
Implement structured operational cadences, reporting, and continuous improvement programs.
Strengthen Tier 1 - Tier 2 escalation workflows and knowledge transfer.
3. Technical Support & Escalation Leadership
Provide leadership oversight for Tier 2 troubleshooting across
hardware, firmware, networking, mobile, and cloud systems .
Own escalation management and high-severity incident coordination across Support, Engineering, and Product teams.
Drive root cause analysis and systemic improvements that improve product reliability and customer experience.
Ensure strong technical depth and subject matter expertise across Axon product lines.
4. AI, Automation & Support Innovation
Champion an
AI-first approach
to support operations through automation, LLM-enabled workflows, and intelligent tooling.
Identify opportunities to improve agent productivity, troubleshooting workflows, and customer self-service capabilities.
Partner with Product, Engineering, and internal AI teams to modernize support systems and processes.
5. Cross-Functional Partnership
Serve as a key support leader partnering with
Product, Engineering, Customer Success, and Sales .
Translate support insights into actionable product feedback and operational improvements.
Ensure support readiness for new product launches, firmware updates, and platform releases.
What You Bring
Embodies an
#OWNIT mindset
when it comes to solving customer problems and leading high-performing teams.
Demonstrates an
AI-first approach
to improving support operations and workflows.
Excellent verbal and written communication skills with strong executive presence.
Strong knowledge of
hardware, networking, mobile devices, and cloud-based platforms .
Deep understanding of
tiered technical support models and contact center operations .
Must pass a
Criminal Justice Information Services (CJIS)
background check and maintain confidential and highly sensitive information.
Preferred Qualifications
10+ years of experience
in technical support or customer operations with
5+ years leading tiered support organizations .
Experience managing
global or international support teams , ideally operating within a follow-the-sun model.
Experience supporting
IoT or connected hardware ecosystems
combining devices, networking, and cloud platforms.
Strong familiarity with
CRM systems (Salesforce preferred), CCaaS platforms, WFM tools, and QA programs .
Experience partnering with
Engineering and Product teams
on escalations, root cause analysis, and product improvement.
Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Strong knowledge of virtualization and virtual machines, computer/server hardware, operating systems, and storage devices, redundant storage solutions, SSH, and SSO identity providers such as ADFS, Azure, and/or OKTA
Bachelor's degree in a technical field preferred
Benefits that Benefit You
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
Employee Resource Groups (ERGs)
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.
We are an equal opportunity employer that promotes justice, advances equity and values diversity and fosters inclusion. We are committed to hiring the best talent regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. This email address is for accommodation purposes only.
#J-18808-Ljbffr
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact We are hiring a Director of Technical Support (International) to play a pivotal role in scaling our Tier 1 and Tier 2 Technical Support teams globally. Reporting directly to the Senior Director, Global Support, you will be responsible for building the operational foundation, structure, and cross-functional partnerships necessary to support our rapidly evolving product portfolio across geographical regions.
This role requires a strong technical support leader with deep operational experience, a solid working knowledge of connected device products, a track record of building and transforming teams, and the ability to lead through change. You will shape and implement scalable support processes, drive post-acquisition alignment, and partner closely with Product, Engineering, Sales, Customer Success, and IT to deliver a unified, world-class customer experience.
What You’ll Do Location: Bucharest, Romania Direct Reports: 15
In accordance with our updated team guidance, some roles at Axon will now have an in-office expectation of four days per week (Tuesday-Friday), unless there is an approved accommodation.
Reports to: Sr. Director, Global Support
1. Global Support Leadership
Lead international Tier 1 and Tier 2 Technical Support teams supporting Axon body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
Establish and scale a
follow-the-sun support model
to ensure seamless global coverage and case handoffs across regions.
Build and develop Axon's
Bucharest Support Center of Excellence , establishing operational rigor, strong leadership, and scalable team structures.
Coach and develop frontline employees while driving a high-performance, customer-first culture.
2. Operational Excellence & Tier 1 Management
Drive Tier 1 operational performance including
WFM, QA programs, scheduling, and real-time adherence .
Own core support KPIs including
CSAT, SLA adherence, backlog health, escalation rates, and first contact resolution .
Implement structured operational cadences, reporting, and continuous improvement programs.
Strengthen Tier 1 - Tier 2 escalation workflows and knowledge transfer.
3. Technical Support & Escalation Leadership
Provide leadership oversight for Tier 2 troubleshooting across
hardware, firmware, networking, mobile, and cloud systems .
Own escalation management and high-severity incident coordination across Support, Engineering, and Product teams.
Drive root cause analysis and systemic improvements that improve product reliability and customer experience.
Ensure strong technical depth and subject matter expertise across Axon product lines.
4. AI, Automation & Support Innovation
Champion an
AI-first approach
to support operations through automation, LLM-enabled workflows, and intelligent tooling.
Identify opportunities to improve agent productivity, troubleshooting workflows, and customer self-service capabilities.
Partner with Product, Engineering, and internal AI teams to modernize support systems and processes.
5. Cross-Functional Partnership
Serve as a key support leader partnering with
Product, Engineering, Customer Success, and Sales .
Translate support insights into actionable product feedback and operational improvements.
Ensure support readiness for new product launches, firmware updates, and platform releases.
What You Bring
Embodies an
#OWNIT mindset
when it comes to solving customer problems and leading high-performing teams.
Demonstrates an
AI-first approach
to improving support operations and workflows.
Excellent verbal and written communication skills with strong executive presence.
Strong knowledge of
hardware, networking, mobile devices, and cloud-based platforms .
Deep understanding of
tiered technical support models and contact center operations .
Must pass a
Criminal Justice Information Services (CJIS)
background check and maintain confidential and highly sensitive information.
Preferred Qualifications
10+ years of experience
in technical support or customer operations with
5+ years leading tiered support organizations .
Experience managing
global or international support teams , ideally operating within a follow-the-sun model.
Experience supporting
IoT or connected hardware ecosystems
combining devices, networking, and cloud platforms.
Strong familiarity with
CRM systems (Salesforce preferred), CCaaS platforms, WFM tools, and QA programs .
Experience partnering with
Engineering and Product teams
on escalations, root cause analysis, and product improvement.
Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Strong knowledge of virtualization and virtual machines, computer/server hardware, operating systems, and storage devices, redundant storage solutions, SSH, and SSO identity providers such as ADFS, Azure, and/or OKTA
Bachelor's degree in a technical field preferred
Benefits that Benefit You
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
Employee Resource Groups (ERGs)
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.
We are an equal opportunity employer that promotes justice, advances equity and values diversity and fosters inclusion. We are committed to hiring the best talent regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. This email address is for accommodation purposes only.
#J-18808-Ljbffr