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.
Location: Scottsdale, Arizona, United States (Greater Phoenix Area) - 4 days in-office required
Reports to: Sr. Director, Global Support
Direct Reports: 12-15, with 1 Team Lead
As the Sr. Manager of Technical Support, you will lead and scale a high-performing team of advanced technical engineers and Team Leads responsible for resolving complex, multi-product issues across Axon’s hardware and software ecosystem. You will drive technical excellence and operational rigor, strengthen escalation and incident management practices, and partner closely with Engineering and Product to address systemic issues and improve reliability. In addition, you will mentor and develop deep technical talent, spearhead process and tooling enhancements, and implement automation and AI-driven solutions that elevate diagnostic capabilities and transform how we support mission-critical customers.
What You’ll Do
1. Advanced Technical Leadership- Leads Tier 1 Engineers, Field Support Engineers, and Team Leads supporting body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
- Oversees complex, multi-product troubleshooting across hardware, firmware, networking, and cloud systems.
- Establish structured diagnostic and root cause methodologies.
- Ensures strong technical depth and SME development across product lines.
- Owns Tier 1 escalation strategy and high-severity incident response.
- Leads cross-functional resolution efforts with Engineering, Product, and other cross-functional teams.
- Drives timely containment and clear executive-level communication during critical events.
- Conducts post-incident reviews and implements corrective actions.
- Translates support trends into actionable engineering and product insights.
- Partners to improve diagnostic tooling, documentation, and product reliability.
- Ensures Tier 1 readiness for new feature and hardware launches.
- Owns Tier 2 performance metrics including MTTR, escalation rates, and defect trends.
- Designs scalable workflows for complex technical case management.
- Strengthens Tier 1 to Tier 2 handoffs and knowledge transfer processes.
- Builds a high-performance culture focused on accountability, quality, and customer impact.
What You Bring
- Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
- Demonstrates an AI-first approach to solving business problems
- Excellent verbal and written communication skills
- Proficient with Windows operating systems, mobile devices and cloud-based solutions
- Strong comprehension of internet networking & routing, hardware and software troubleshooting
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Preferred Qualifications
- 5-7 years’ leadership experience in an tiered technical support environment
- Bachelor’s degree in a technical field is preferred or equivalent work experience
- Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
- Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
- Strong knowledge of virtualization and virtual machines
- Strong knowledge of computer/server hardware, operating systems, and storage devices
- Strong knowledge of redundant storage solutions such as RAID
- Experience using Secure Shell (SSH)
- Experience with SSO identity providers: ADFS, Azure, OKTA
- Strong written and verbal communication skills and executive presence required
Benefits that Benefit You
- Competitive salary and 401k 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.
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.
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 [email protected].
Skills Required
- Bachelor's Degree or equivalent work experience
- 5+ years of experience in a customer facing role
- 3+ years of experience of managing customer support teams
- 2+ years of experience working with incident ticketing systems
- Excellent communication and negotiation skills
- Technology/software/SaaS industry experience
- Experience with Network elements and Internet working protocols
- Networking certifications
- Experience with call center technology and productivity tools
- Must pass a Criminal Justice Information Services (CJIS) background check
Axon Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Axon and has not been reviewed or approved by Axon.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans with employer HSA contributions and 24/7 mental-health support. Wellness programs and fitness options further enhance the package.
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Equity Value & Accessibility — Total rewards commonly include stock grants and an employee stock purchase plan alongside base pay and bonuses. Equity is highlighted as a motivating component of compensation.
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Parental & Family Support — Paid parental leave is offered, including a standard period with additional supplemental pregnancy leave. Family-focused policies are positioned as a meaningful part of the overall benefits.
Axon Insights
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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