Director, Technical Support
Axon, Scottsdale, AZ, United States
Atlanta, Georgia, United States; Scottsdale, Arizona, 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 As the Director of Technical Support, you will be responsible for scaling and evolving our Tier 1 Technical Support organization to support a rapidly growing, global customer base. You will define the strategy, structure, and operational framework required to deliver consistent, high‑quality support at scale.
In this role, you will lead through leaders, drive operational excellence, and shape how we leverage AI and automation to transform support delivery. You will partner cross‑functionally with Product, Engineering, Sales, and Customer Success to ensure a seamless, customer‑centric experience while building 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, 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
etwork), 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.
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 qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon’s mission is to Protect Life and is committed to the well‑being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the 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.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not
@axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.
Please confirm your understanding that this role requires CJIS clearance (https://www.fbi.gov/services/cjis) across all 50 states for the entire time you are employed in this role. Your selection for this role and continued employment with Axon is contingent upon maintaining this clearance.
This role is based in our Scottsdale AZ or Peachtree Corners office. You must be located within a commutable distance from either location.
#J-18808-Ljbffr
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 As the Director of Technical Support, you will be responsible for scaling and evolving our Tier 1 Technical Support organization to support a rapidly growing, global customer base. You will define the strategy, structure, and operational framework required to deliver consistent, high‑quality support at scale.
In this role, you will lead through leaders, drive operational excellence, and shape how we leverage AI and automation to transform support delivery. You will partner cross‑functionally with Product, Engineering, Sales, and Customer Success to ensure a seamless, customer‑centric experience while building 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, 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
etwork), 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.
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 qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon’s mission is to Protect Life and is committed to the well‑being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the 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.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not
@axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.
Please confirm your understanding that this role requires CJIS clearance (https://www.fbi.gov/services/cjis) across all 50 states for the entire time you are employed in this role. Your selection for this role and continued employment with Axon is contingent upon maintaining this clearance.
This role is based in our Scottsdale AZ or Peachtree Corners office. You must be located within a commutable distance from either location.
#J-18808-Ljbffr