Job Description

Axon is seeking a Manager of Technical Support for their Fusus team to drive strategic decisions, improve the 24x7 technical support experience, and scale the team. The role involves leading a team of technical support representatives, overseeing issue resolution, and collaborating with engineering and IT to ensure network stability and customer satisfaction.

Responsibilities

• Lead and manage a team of technical support representatives
• Oversee timely resolution of technical issues
• Guide team in diagnosing networking issues
• Partner with Engineering and IT for network stability
• Monitor support calls and tickets
• Provide coaching and training to team members
• Lead through organizational change
• Track and manage customer satisfaction metrics
• Generate reports on support metrics
• Relay customer feedback to product development
• Ensure support documentation is up-to-date
• Ensure team meets SLAs
• Conduct root cause analysis on incidents

Requirements

• Bachelor’s Degree or equivalent work experience
• 5+ years of customer-facing experience
• 3+ years of people leadership experience
• Technology/SaaS industry experience preferred
• Strong experience with network elements and protocols
• Hands-on experience with Linux systems administration
• Networking certifications a plus
• Experience with call center technology
• Ability to lead teams through change
• Must pass a CJIS background check

Benefits

• No benefits