Job Description

Axon is seeking a Director of Technical Support (Dedrone) to scale and integrate the Dedrone support organization into Axon’s Global Customer Support framework. This role involves building operational foundations, leading cross-functional partnerships, and driving a unified customer experience for a rapidly evolving product portfolio.

Responsibilities

• Define and execute support strategy for Dedrone products
• Build and scale a high-performing technical support team
• Design and implement standardized processes and KPIs
• Execute systems integration roadmap
• Lead change management efforts
• Serve as support liaison with cross-functional teams
• Ensure support readiness for new products
• Drive root cause analysis
• Create training programs
• Establish dashboards and analytics
• Monitor and report on key support metrics
• Identify automation opportunities

Requirements

• 10+ years in end-user technical support with 6+ years in leadership
• Strong understanding of tiered support models and SaaS platforms
• Knowledge of customer support best practices
• Bachelor’s degree required
• Strong Linux and networking knowledge
• Familiarity with consumer UAV protocols and cloud computing
• Proven success in integrating or scaling support teams post-M&A
• Demonstrated ability to lead organizational change
• Expertise in building scalable structures
• Skilled at building trust across teams
• Exceptional communication skills
• Proven people leader with a track record of hiring and developing talent

Benefits

• No benefits