Manager, Technical Support (Remote)

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 a Technical Support Lead you will help drive key strategic decisions to improve the 24 x 7 technical support experience. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills.

What You’ll Do

Location: Remote, USA

Reports to: Sr. Manager, Customer Support

Direct Reports: 10-15 Technical Support Representatives, 1 Team Lead

Develop procedures and policies for better handling of customer correspondence and customer complaintsMonitor business and process metrics to measure and manage technical support & customer service effectivenessReview top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & trainingOversee and maintain the Technical Support team across multiple cities & countriesMaintain in-depth working knowledge of the company’s products, systems and processesSchedule meetings with the internal teams to discuss and resolve technical failures/customer concernsManage hiring, training, retention and performance of the support teamsAct as the Voice of the Customer across the organizationIdentify new tools and technologies to better serve the customerMonthly & Quarterly reviews of metrics and customer focused OKRsDaily issue triage and escalation handlingProvide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience1:1s with direct management team

What You Bring

Bachelor’s Degree or equivalent work experience5+ years of experience in a customer facing role3+ years of experience of managing customer support teams or relevant Axon Customer Support experience2+ years of experience working with incident ticketing / tracking systemsExcellent communication and negotiation skillsTechnology/software/SaaS industry experienceSuperb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environmentMust be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguityExperience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferredNetworking certifications a plusExperience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools

Benefits that Benefit You

Competitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd 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 Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 88,000 in the lowest geographic market and USD 138,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).

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.

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.

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.