Director, Technical Support
As the Director of Technical Support at Axon, you will lead and scale our Tier 1 Technical Support organization to support a rapidly growing, global customer base. This role involves defining the strategy, structure, and operational framework required to deliver consistent, high-quality support at scale. You will collaborate closely with Product, Engineering, Sales, and Customer Success teams 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. You will drive functional KPI performance, ensure effective resolution of escalations, and analyze performance metrics to assess team and individual performance. Additionally, you will review top issues and trends to identify opportunities for improvement and training, collaborate with training teams on QA and training strategies, and lead 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. You should embody an #OWN IT mindset when it comes to helping customers and operational challenges, and demonstrate an AI-first approach to solving business problems, leveraging LLMs and automation to drive scale and efficiency. Strong executive communication skills, the ability to influence across all levels of the organization, and experience operating both strategically and tactically in a fast-paced, high-growth environment are essential. A deep understanding of technical support environments, including hardware, software, and networking troubleshooting, is also required.
Axon offers a competitive salary and 401k with employer match, paid time off, 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 your employment and the location where you work.
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. Life at Axon is fast-paced, challenging, and meaningful. Here, you’ll take ownership and drive real change, constantly growing as you work hard for a mission that matters at a company where you matter.