Senior Support Operations Specialist Scottsdale, Arizona, United States Scottsda
Axon Enterprise, Scottsdale, AZ, United States
Location: Scottsdale, Arizona, United States
Join Axon and be a Force for Good.
Your Impact
Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
Ensure accuracy and completeness of all provisioning requests across systems
Manage and prioritize provisioning queues to meet SLAs and customer expectations
Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams
Cross-Functional Collaboration
Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
Act as a key point of contact for provisioning-related inquiries and escalations
Validate work order details and resolve discrepancies impacting customer access or licensing
Operational Excellence & Process Improvement
Identify inefficiencies in provisioning and licensing workflows and drive improvements
Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
Support automation initiatives to reduce manual effort and improve accuracy
Document processes, SOPs, and best practices
Tracking, Reporting & Insights
Maintain visibility into provisioning requests, backlog, and completion metrics
Monitor SLAs and proactively address bottlenecks
Analyze trends in provisioning errors or delays and recommend corrective actions
Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role
What You Bring
4+ years of experience in support operations, provisioning, licensing, or order management
Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
Experience working in queue-based or ticket-driven environments with SLA accountability
Proven ability to troubleshoot operational issues and drive resolution across teams
Strong attention to detail with a focus on accuracy and quality
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Preferred:
Experience in SaaS, IoT, or security technology environments
Experience with licensing automation or provisioning tools
Familiarity with Axon's software ecosystem (e.g., cloud evidence and related platforms) or comparable SaaS provisioning environments
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
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.
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.
#J-18808-Ljbffr
Join Axon and be a Force for Good.
Your Impact
Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
Ensure accuracy and completeness of all provisioning requests across systems
Manage and prioritize provisioning queues to meet SLAs and customer expectations
Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams
Cross-Functional Collaboration
Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
Act as a key point of contact for provisioning-related inquiries and escalations
Validate work order details and resolve discrepancies impacting customer access or licensing
Operational Excellence & Process Improvement
Identify inefficiencies in provisioning and licensing workflows and drive improvements
Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
Support automation initiatives to reduce manual effort and improve accuracy
Document processes, SOPs, and best practices
Tracking, Reporting & Insights
Maintain visibility into provisioning requests, backlog, and completion metrics
Monitor SLAs and proactively address bottlenecks
Analyze trends in provisioning errors or delays and recommend corrective actions
Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role
What You Bring
4+ years of experience in support operations, provisioning, licensing, or order management
Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
Experience working in queue-based or ticket-driven environments with SLA accountability
Proven ability to troubleshoot operational issues and drive resolution across teams
Strong attention to detail with a focus on accuracy and quality
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Preferred:
Experience in SaaS, IoT, or security technology environments
Experience with licensing automation or provisioning tools
Familiarity with Axon's software ecosystem (e.g., cloud evidence and related platforms) or comparable SaaS provisioning environments
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
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.
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.
#J-18808-Ljbffr