Director, Technical Support

Axon•Scottsdale, AZ

1d•Onsite

About The Position

Join Axon and be a Force for Good. 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. Your Impact As the Director of Technical Support, you will be responsible for scaling and evolving our Tier 1 Technical Support organization to support a rapidly growing, global customer base. You will define the strategy, structure, and operational framework required to deliver consistent, high-quality support at scale. In this role, you will lead through leaders, drive operational excellence, and shape how we leverage AI and automation to transform support delivery. You will partner cross-functionally with Product, Engineering, Sales, and Customer Success to ensure a seamless, customer-centric experience while building a high-performing, future-ready organization.

Requirements

Proven ability to lead through leaders, building and scaling high-performing support organizations
Embodies an #OWN IT mindset when it comes to helping customers and operational challenges
Demonstrates an AI-first approach to solving business problems; comfortable leveraging LLMs and automation to drive scale and efficiency
Strong executive communication skills with the ability to influence across all levels of the organization
Ability to operate both strategically and tactically in a fast-paced, high-growth environment
Experience building structure and driving clarity in ambiguous or evolving environments
Strong comprehension of internet networking & routing, hardware and software troubleshooting
Deep understanding of technical support environments, including hardware, software, and networking troubleshooting
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice To Haves

10+ years of experience in technical support or customer operations, with progressive leadership experience in tiered, high-volume support environments
Proven experience operating at scale within complex, global, or high-growth organizations
Strong knowledge of contact center technologies (CCaaS, CRM, ERP, WFM suites) and modern support tooling
Demonstrated experience driving AI, automation, or digital transformation initiatives within support organizations
Experience establishing operational frameworks, dashboards, and performance metrics to drive continuous improvement
Experience in IoT (hardware/software/network), public safety technology, or similarly complex technical environments strongly preferred
Strong executive presence with the ability to influence senior leadership and cross-functional stakeholders
Bachelor’s degree in a technical field preferred or equivalent experience

Responsibilities

Lead and develop technical support leaders and their teams, providing strategic direction, coaching, and organizational guidance.
Drive functional KPI performance in accordance with department and corporate objectives.
Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.
Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.
Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
Develop and implement strategies to elevate the customer experience and improve CSAT/NPS
Recruit, train, and motivate a high-performing team, fostering a culture of collaboration and accountability.
Provide regular feedback, performance evaluations, and support to team members.
Manage team schedules, real-time adherence, and other WFM duties.