Job Description

Axon is seeking a Manager of Technical Support to drive strategic decisions and improve the 24x7 technical support experience. This role involves leading a team, monitoring performance metrics, identifying areas for improvement, and ensuring a high level of customer satisfaction in a fast-paced, dynamic environment.

Responsibilities

• Develop procedures and policies for customer correspondence
• Monitor business and process metrics
• Review issues and trends for improvement
• Oversee and maintain the Technical Support team
• Maintain product and system knowledge
• Schedule meetings to resolve technical issues
• Manage hiring, training, and performance
• Act as the Voice of the Customer
• Identify new tools and technologies
• Review metrics and OKRs
• Handle issue triage and escalation
• Provide leadership and guidance

Requirements

• Bachelor’s Degree or equivalent experience
• 5+ years in a customer facing role
• 3+ years managing customer support teams
• 2+ years experience with incident ticketing systems
• Excellent communication and negotiation skills
• Technology/software/SaaS industry experience
• Strong attention to detail and organizational skills
• Experience in a fast-paced environment
• CJIS background check clearance

Benefits

• No benefits