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.
As the Manager of our Fusus by Axon Technical Support team, you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team.
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.
Location: This role is based out of our Peachtree Corners office in Atlanta, GA and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Mondays through Thursdays, with the flexibility to work remotely on Fridays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
Reports to: Sr. Manager, Customer Support
Direct Reports: 10-15 Technical Support Representatives
What You’ll Do
- Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, networking, and Linux environments.
- Oversee timely and effective resolution of complex technical and network-related issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).
- Guide the team in diagnosing and troubleshooting complex networking issues, including firewalls, load balancers, IDS, routers, switches, VLANs, and protocols (e.g., BGP).
- Partner with Engineering and IT to ensure network stability, security, and optimal performance across customer deployments.
- Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.
- Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
- Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders.
- Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.
- Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.
- Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
- Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
- Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
- Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures.
- Bachelor’s Degree or equivalent work experience
- 5+ years of experience in a customer-facing role
- 3+ years of people leadership experience, preferably in a fast-paced Customer/Technical Support environment
- Technology/SaaS industry experience highly preferred
- Strong experience with network elements, protocols, services, and transport layers; firewalls, load balancers, IDS, routers, switches, VLANs, and internet working protocols (BGP)
- Hands-on experience with Linux systems administration and troubleshooting
- Networking certifications a plus
- Experience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management tools
- Proven ability to lead teams through change management initiatives and organizational transitions
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
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.
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
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 [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
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What We Do
Our mission is to protect life by making the bullet obsolete and developing technologies to make the world a safer place. Axon is a software & hardware team of product experts, security pros, engineering wizards, sales & marketing pros, and technology buffs - all committed to helping make the world a safer place.
Why Work With Us
Axon innovations exist to bridge the divide between communities and law enforcement. Our team works to solve big societal issues by providing public safety with the tools to help decrease use-of-force and increase transparency and accountability. Big goals mean we need high-performance teams, independent thinking, and cross-functional excellence.
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