Manager, Technical Support
As the Senior Manager of Technical Support at Axon, you will lead and scale a high-performing team of advanced technical engineers and Team Leads responsible for resolving complex, multi-product issues across Axon’s hardware and software ecosystem. This role is pivotal in driving technical excellence, operational rigor, and enhancing the reliability of Axon's mission-critical products and services.
Key responsibilities include overseeing complex troubleshooting across hardware, firmware, networking, and cloud systems; establishing structured diagnostic and root cause methodologies; and ensuring strong technical depth and subject matter expertise development across product lines. Additionally, you will own Tier 1 escalation strategy and high-severity incident response, lead cross-functional resolution efforts with Engineering and Product teams, and drive timely containment and clear executive-level communication during critical events.
The ideal candidate will embody an #OWN IT mindset when it comes to helping customers and solving complex problems, demonstrate an AI-first approach to solving business problems, and possess excellent verbal and written communication skills. Proficiency with Windows operating systems, mobile devices, and cloud-based solutions is essential, along with a strong comprehension of internet networking and routing, hardware and software troubleshooting. A Criminal Justice Information Services (CJIS) background check is required, and the ability to maintain confidential and highly sensitive information is mandatory.
Axon offers a competitive salary and 401k with employer match, paid time off, a robust parental leave policy, and comprehensive medical, dental, and vision plans. Additional benefits include fitness programs, emotional and mental wellness support, learning and development programs, and in-office snacks. Benefits may vary depending on the nature of your employment and the location where you work.
At Axon, we are committed to building diverse teams that reflect the communities we serve. We encourage candidates who are excited about this role and our mission to Protect Life to apply, even if their experience does not align perfectly with every qualification listed. Axon is an that promotes justice, advances equity, values diversity, and fosters inclusion.