Director, Technical Support Atlanta, Georgia, United States; Scottsdale, Arizona
Axon Enterprise, Atlanta, GA, United States
Location: Atlanta, Georgia, United States; Scottsdale, Arizona, United States
Join Axon and be a Force for Good. Your Impact What You’ll Do Location: Peachtree Corners, GA (Greater Atlanta Area) / Scottsdale, AZ Reports to: Sr. Director, Global Support Direct Reports: 15, with 1-2 Team Leads
Operations Leadership:
Lead and develop technical support leaders and their teams, providing strategic direction, coaching, and organizational guidance.
Drive functional KPI performance in accordance with department and corporate objectives.
Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.
Quality Assurance, Training, and Process Improvement:
Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.
Customer Experience and Advocacy:
Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
Develop and implement strategies to elevate the customer experience and improve CSAT/NPS
Team/Work Force Management:
Recruit, train, and motivate a high‑performing team, fostering a culture of collaboration and accountability.
Provide regular feedback, performance evaluations, and support to team members.
Manage team schedules, real‑time adherence, and other WFM duties.
What You Bring
Proven ability to lead through leaders, building and scaling high‑performing support organizations
Embodies an #OWN IT mindset when it comes to helping customers and operational challenges
Demonstrates an AI‑first approach to solving business problems; comfortable leveraging LLMs and automation to drive scale and efficiency
Strong executive communication skills with the ability to influence across all levels of the organization
Ability to operate both strategically and tactically in a fast‑paced, high‑growth environment
Experience building structure and driving clarity in ambiguous or evolving environments
Strong comprehension of internet networking & routing, hardware and software troubleshooting
Deep understanding of technical support environments, including hardware, software, and networking troubleshooting
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 progressive leadership experience in tiered, high‑volume support environments
Proven experience operating at scale within complex, global, or high‑growth organizations
Strong knowledge of contact center technologies (CCaaS, CRM, ERP, WFM suites) and modern support tooling
Demonstrated experience driving AI, automation, or digital transformation initiatives within support organizations
Experience establishing operational frameworks, dashboards, and performance metrics to drive continuous improvement
Experience in IoT (hardware/software/network), public safety technology, or similarly complex technical environments strongly preferred
Strong executive presence with the ability to influence senior leadership and cross‑functional stakeholders
Bachelor’s degree in a technical field preferred or equivalent experience
Benefits that Benefit You
Competitive salary and 401k with employer match
Paid time off
Robust parental leave policy
Fitness Programs
Emotional & Mental Wellness support
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
Some roles may also require legal eligibility to work in a firearms environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
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Join Axon and be a Force for Good. Your Impact What You’ll Do Location: Peachtree Corners, GA (Greater Atlanta Area) / Scottsdale, AZ Reports to: Sr. Director, Global Support Direct Reports: 15, with 1-2 Team Leads
Operations Leadership:
Lead and develop technical support leaders and their teams, providing strategic direction, coaching, and organizational guidance.
Drive functional KPI performance in accordance with department and corporate objectives.
Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.
Quality Assurance, Training, and Process Improvement:
Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.
Customer Experience and Advocacy:
Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
Develop and implement strategies to elevate the customer experience and improve CSAT/NPS
Team/Work Force Management:
Recruit, train, and motivate a high‑performing team, fostering a culture of collaboration and accountability.
Provide regular feedback, performance evaluations, and support to team members.
Manage team schedules, real‑time adherence, and other WFM duties.
What You Bring
Proven ability to lead through leaders, building and scaling high‑performing support organizations
Embodies an #OWN IT mindset when it comes to helping customers and operational challenges
Demonstrates an AI‑first approach to solving business problems; comfortable leveraging LLMs and automation to drive scale and efficiency
Strong executive communication skills with the ability to influence across all levels of the organization
Ability to operate both strategically and tactically in a fast‑paced, high‑growth environment
Experience building structure and driving clarity in ambiguous or evolving environments
Strong comprehension of internet networking & routing, hardware and software troubleshooting
Deep understanding of technical support environments, including hardware, software, and networking troubleshooting
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 progressive leadership experience in tiered, high‑volume support environments
Proven experience operating at scale within complex, global, or high‑growth organizations
Strong knowledge of contact center technologies (CCaaS, CRM, ERP, WFM suites) and modern support tooling
Demonstrated experience driving AI, automation, or digital transformation initiatives within support organizations
Experience establishing operational frameworks, dashboards, and performance metrics to drive continuous improvement
Experience in IoT (hardware/software/network), public safety technology, or similarly complex technical environments strongly preferred
Strong executive presence with the ability to influence senior leadership and cross‑functional stakeholders
Bachelor’s degree in a technical field preferred or equivalent experience
Benefits that Benefit You
Competitive salary and 401k with employer match
Paid time off
Robust parental leave policy
Fitness Programs
Emotional & Mental Wellness support
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
Some roles may also require legal eligibility to work in a firearms environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
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