Manager, Technical Support

Axon-posted 2 months ago
Full-time • Manager
Scottsdale, AZ
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 a Manager of Technical Support, you will help drive key strategic decisions to improve the 24 x 7 technical support experience in a dynamic environment where you'll use your passion, technical experience, and strong problem-solving skills.

  • Develop procedures and policies for better handling of customer correspondence and customer complaints
  • Monitor business and process metrics to measure and manage technical support & customer service effectiveness
  • Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
  • Oversee and maintain the Technical Support team across multiple cities & countries
  • Maintain in-depth working knowledge of the company's products, systems and processes
  • Schedule meetings with the internal teams to discuss and resolve technical failures/customer concerns
  • Manage hiring, training, retention and performance of the support teams
  • Act as the Voice of the Customer across the organization
  • Identify new tools and technologies to better serve the customer
  • Monthly & Quarterly reviews of metrics and customer focused OKRs
  • Daily issue triage and escalation handling
  • Provide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience
  • Conduct 1:1s with direct management team
  • Bachelor's Degree or equivalent work experience
  • 5+ years of experience in a customer facing role
  • 3+ years of experience of managing customer support teams or relevant Axon Customer Support experience
  • 2+ years of experience working with incident ticketing / tracking systems
  • Excellent communication and negotiation skills
  • Technology/software/SaaS industry experience
  • Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
  • Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferred
  • Networking certifications a plus
  • Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
  • 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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