Join Axon and be a Force for Good.

At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll 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

Location: Scottsdale AZ
Reports to: Sr. Director Global Support
Direct Reports: 12-15 including 1 Senior Team Lead

As the Sr. Manager of Technical Support Engineering you will lead two highly technical Tier 2 and Tier 3 support engineering organizations responsible for resolving our most complex customer issues across Axons ecosystem.
Your teams provide advanced troubleshooting and engineering support for two of Axons Records product lines specializing in software databases APIs integrations and cloud services. You will also lead the Tier 3 Hardware Engineering Support team responsible for the deepest technical troubleshooting across Axons connected ecosystemincluding body-worn cameras TASER devices Fleet Interview Room and .
Beyond case resolution your organization plays a critical role in shaping the future of technical support by building innovative AI-powered tools dashboards and proactive monitoring capabilities that identify issues before customers experience them. You will foster a culture of engineering excellence operational rigor and continuous innovation while partnering closely with Product Engineering Customer Success and Support leadership to improve both product quality and the customer experience.

What Youll Do

Technical Leadership

• Lead two teams of highly skilled Tier 2 and Tier 3 Technical Support Engineers responsible for complex software and hardware escalations.
• Coach and develop a Senior Team Lead and technical engineers while building a culture focused on ownership technical excellence accountability and continuous learning.
• Serve as the escalation point for the organizations most complex customer issues driving cross-functional collaboration through resolution.
• Partner closely with Engineering Product Management Cloud Operations Customer Success and Professional Services to resolve systemic issues and improve product quality.

Operational Excellence

• Drive operational KPIs including backlog health SLA attainment customer satisfaction escalation aging and engineering effectiveness.
• Develop reporting dashboards and scorecards to monitor team performance operational trends and customer health.
• Identify recurring technical issues and drive root cause analysis initiatives that reduce customer effort and improve product reliability.
• Lead continuous process improvement initiatives that increase engineer productivity and improve the customer experience.

Technical Strategy & Innovation

• Champion an AI-first approach to technical support by leveraging LLMs agentic AI automation and intelligent workflows.
• Lead initiatives that develop proactive monitoring tools dashboards and automation capable of identifying customer issues before they become support cases.
• Drive adoption of emerging technologies that improve troubleshooting efficiency knowledge management and engineering productivity.
• Foster a culture of innovation where engineers contribute tooling automation and operational improvements beyond traditional support responsibilities.

Customer Advocacy

• Ensure the successful resolution of high-impact customer escalations while maintaining executive-level communication with internal stakeholders.
• Analyze trends across Salesforce Jira telemetry and support data to identify product improvements and customer pain points.
• Partner with Product and Engineering to influence product roadmap priorities through customer feedback defect analysis and operational insights.
• Continuously improve customer experience metrics including CSAT NPS and time-to-resolution.

People Leadership

• Recruit retain and develop top technical talent.
• Provide coaching performance management career development and succession planning.
• Foster a collaborative inclusive and high-performing engineering culture.
• Manage workforce planning capacity forecasting and resource allocation across multiple technical teams.

What You Bring

• Demonstrates an #OWNIT mindset and passion for solving customers most complex technical challenges.
• Leads with an AI-first mindset and embraces emerging technologies to improve operations and customer outcomes.
• Extensive experience managing Tier 2 and Tier 3 Technical Support or Support Engineering organizations.
• Strong technical foundation across enterprise software cloud applications databases APIs integrations networking and connected hardware.
• Experience leading teams responsible for complex software and hardware troubleshooting in a SaaS cloud IoT or enterprise technology environment.
• Ability to translate technical issues into business impact while communicating effectively with executives engineers and customers.
• Strong analytical organizational and decision-making skills.
• Excellent written and verbal communication skills.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Preferred Qualifications

• 7 years leading technical support engineering or advanced technical support organizations.
• Experience managing Tier 2/Tier 3 escalation teams supporting enterprise SaaS cloud platforms IoT devices or integrated hardware/software solutions.
• Strong understanding of cloud infrastructure relational databases APIs authentication networking and enterprise software architecture.
• Experience supporting complex customer environments involving software integrations and data troubleshooting.
• Experience leveraging AI automation analytics or observability platforms to improve operational efficiency.
• Experience with Salesforce Jira telemetry platforms SQL and modern support technologies.
• Knowledge of contact center platforms (CCaaS) CRM WFM and support operations.
• Bachelors degree in Computer Science Information Systems Engineering or related technical field preferred (or equivalent experience).
• Experience in public safety technology enterprise SaaS IoT telematics or cloud software highly preferred.
• Knowledge of Axons hardware ecosystem digital evidence management or connected devices is a plus.
• Strong executive presence with experience leading cross-functional initiatives.

Benefits that Benefit You

• Competitive salary and 401(k) with employer match
• Paid time off
• Robust parental leave policy
• 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.

Dont meet every single requirement Thats 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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.

Important Notes

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.

We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.

Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons 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. Were 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 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 If you receive a suspicious offer or outreach from an email address that is not @ or if you are asked for sensitive personal information (bank details Social Security Number) prematurely please ignore the message and report it to .