Sr. Manager, Technical Support (Tier 2)
The Sr. Manager, Technical Support (Tier 2) at Axon is a senior leadership role within the technical support organization, focused on leading a team of skilled support engineers. Axon is a global technology company known for its mission to protect life and make communities safer, delivering solutions for public safety, law enforcement, and enterprise customers. This role is integral to ensuring high-quality, escalated support for critical product offerings in a fast-paced, high-impact environment.
Key responsibilities include managing and mentoring the Tier 2 Technical Support team, overseeing case management, and ensuring timely resolution of complex technical issues escalated from frontline support. The Sr. Manager partners closely with Engineering, Product, and Customer Success teams to drive product improvements, implement support best practices, and deliver exceptional customer experiences. The role also involves analyzing support trends, optimizing workflows, and maintaining rigorous service level agreements (SLAs).
Candidates should have significant experience in technical support leadership, ideally within SaaS, hardware, or cloud industries. Strong technical troubleshooting abilities, proven people management skills, and a track record of process improvement are essential. Familiarity with tools like Salesforce, Jira, or other support and incident management platforms is expected, along with excellent communication and stakeholder management abilities. A bachelor’s degree in a related field is generally preferred.
Axon offers competitive compensation, a comprehensive benefits package including health coverage, retirement plans, and generous paid time off. The company also provides wellness programs, learning and development resources, and opportunities for advancement. Flexible work arrangements may be available depending on the location.
Axon fosters a culture of innovation, collaboration, and mission-driven impact. Team members at Axon benefit from a dynamic, inclusive environment where growth is strongly encouraged and employees can make a tangible difference in the safety and efficiency of public service organizations. Individuals passionate about technology and customer service will find this role both challenging and rewarding.