Director, Technical Support
Axon is seeking a Director of Technical Support to lead and scale its Tier 1 Technical Support organization, supporting a rapidly growing global customer base. This role involves defining the strategy, structure, and operational framework necessary to deliver consistent, high-quality support at scale. The Director will lead through leaders, drive operational excellence, and shape the use of AI and automation to transform support delivery. Collaboration with Product, Engineering, Sales, and Customer Success teams is essential to ensure a seamless, customer-centric experience while building a high-performing, future-ready organization.
Key responsibilities include leading and developing technical support leaders and their teams, providing strategic direction, coaching, and organizational guidance. The Director will drive functional KPI performance in line with department and corporate objectives, ensure effective resolution of escalations by coordinating with other departments, and analyze performance metrics to assess team and individual performance. Additionally, the role involves reviewing top issues and trends to identify opportunities for improvement and training, collaborating on quality assurance and training strategies, and leading process optimization initiatives to enhance efficiency and customer satisfaction.
The ideal candidate will have a proven ability to lead through leaders, building and scaling high-performing support organizations. They should embody an "OWN IT" mindset when addressing customer and operational challenges and demonstrate an AI-first approach to solving business problems, leveraging large language models and automation to drive scale and efficiency. Strong executive communication skills are required, with the ability to influence across all levels of the organization. The candidate should be capable of operating both strategically and tactically in a fast-paced, high-growth environment and have experience building structure and driving clarity in ambiguous or evolving settings. A strong comprehension of internet networking and routing, as well as hardware and software troubleshooting, is essential. A deep understanding of technical support environments, including hardware, software, and networking troubleshooting, is also required. The candidate must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Preferred qualifications include over 10 years of experience in technical support or customer operations, with progressive leadership experience in tiered, high-volume support environments. Experience operating at scale within complex, global, or high-growth organizations is advantageous. Strong knowledge of contact center technologies, such as CCaaS, CRM, ERP, and WFM suites, and modern support tooling is desirable. Demonstrated experience driving AI, automation, or digital transformation initiatives within support organizations is beneficial. Experience establishing operational frameworks, dashboards, and performance metrics to drive continuous improvement is also preferred. Experience in IoT (hardware/software/network), public safety technology, or similarly complex technical environments is strongly preferred. A strong executive presence with the ability to influence senior leadership and cross-functional stakeholders is important. A bachelor's degree in a technical field or equivalent experience is preferred.
Axon offers a competitive salary and 401k with employer match, paid time off, a robust parental leave policy, medical, dental, and vision plans, fitness programs, emotional and mental wellness support, learning and development programs, and office snacks. Benefits may vary depending on the nature of employment and location.
Axon fosters a fast-paced, challenging, and meaningful work environment where employees take ownership and drive real change. The company emphasizes constant growth and working hard for a mission that matters, in a place where employees matter.