Manager of Technical Support (Fusus)

Axon-posted 3 months ago
Full-time • Manager
Atlanta, GA
1,001-5,000 employees
Fabricated Metal Product Manufacturing
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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. As the Manager of our Fusus by Axon Technical Support team, you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion.

  • Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, networking, and Linux environments.
  • Oversee timely and effective resolution of complex technical and network-related issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).
  • Guide the team in diagnosing and troubleshooting complex networking issues, including firewalls, load balancers, IDS, routers, switches, VLANs, and protocols (e.g., BGP).
  • Partner with Engineering and IT to ensure network stability, security, and optimal performance across customer deployments.
  • Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.
  • Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
  • Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders.
  • Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.
  • Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.
  • Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
  • Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
  • Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
  • Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures.
  • Bachelor's Degree or equivalent work experience
  • 5+ years of experience in a customer-facing role
  • 3+ years of people leadership experience, preferably in a fast-paced Customer/Technical Support environment
  • Technology/SaaS industry experience highly preferred
  • Strong experience with network elements, protocols, services, and transport layers; firewalls, load balancers, IDS, routers, switches, VLANs, and internet working protocols (BGP)
  • Hands-on experience with Linux systems administration and troubleshooting
  • Networking certifications a plus
  • Experience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management tools
  • Proven ability to lead teams through change management initiatives and organizational transitions
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave for all
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
  • Snacks in our offices
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