Sr. Team Lead, Technical Support (Fusus)
As a Sr. Team Lead, Technical Support at Axon, you will provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution. While not a people manager, this role carries indirect responsibility for performance through workflow coordination, escalation support, mentoring, and best-practice guidance. You will act as a senior technical resource and coach, helping the team resolve complex issues efficiently, improve processes, and meet service-level expectations.
Key responsibilities include leading, motivating, and helping manage a team of support specialists and engineers to meet or exceed performance standards and customer satisfaction goals. You will become an expert on the Axon Fusus solution, including all available apps, APIs, and the development roadmap. Additionally, you will work with various industry-standard Video Management Systems (VMS), IP Cameras, and Linux networking tools. Serving as a role model, you will handle complex cases, support team morale, and drive a customer-first culture. Regular 1:1s will be conducted to gain insights into training opportunities and product proficiency. Weekly audits of agent-customer interactions will ensure adherence to internal standards and industry best practices. You will track QA metrics such as interaction accuracy, empathy, resolution effectiveness, and response time, presenting findings and improvement plans to leadership. Owning the onboarding experience and ongoing education for new and existing agents, you will provide structured guidance, shadowing opportunities, and actionable feedback to mentees. Identifying training gaps through QA and case analysis, you will proactively address them via just-in-time learning or structured refreshers. Regular office hours will be held for case reviews and questions from the team to help close training gaps. You will serve as the point of contact for escalated cases, lead team meetings to review trends, root causes, and resolution paths for high-impact cases, and mentor agents on escalation handling through live case reviews, simulated escalations, and postmortems. Collaborating with the Knowledge Management team, you will keep SOPs, internal tools, and customer-facing documentation accurate and relevant. Analyzing ticket data and QA feedback, you will identify inefficiencies or recurring issues and propose automation or process improvements.
The ideal candidate embodies an #OWN IT mindset when it comes to helping customers and solving complex problems. Excellent verbal and written communication skills are essential, along with proficiency in Windows operating systems, mobile devices, and cloud-based solutions. A strong comprehension of internet networking and routing is required, as well as strong interpersonal and communication skills, including excellent listening, conflict resolution, and customer empathy. The ability to articulate at a technical level appropriate to the circumstance—for clients with varying levels of IT knowledge and skillset—is important. The candidate should be able to manage competing priorities and adapt to changing environments, be self-driven, able to take ownership, work independently, and manage key stakeholder needs. Passing a Criminal Justice Information Services (CJIS) background check and maintaining confidential and highly sensitive information is mandatory.
Preferred qualifications include a Bachelor’s Degree or progress toward a college degree in a technical discipline, 2-3 years’ leadership experience in a tiered technical support environment, and experience with security camera systems, VMS, DVR, and NVR solutions. Certifications such as Network+, Security+, and Linux+ are strongly preferred. Experience in Axon applications (Salesforce, MS Dynamics, JIRA, Vonage CCaaS) is beneficial, along with 5 years’ experience troubleshooting network issues in a hardware/software environment. Preference will be given to those with technical support roles related to public safety and government. System Administration certifications are also advantageous.
Axon offers competitive salary and 401k with employer match, paid time off, a robust parental leave policy, and medical, dental, and vision plans. Additional benefits include 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. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities, and each other. Life at Axon is fast-paced, challenging, and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.