Senior Manager, Technical Support Engineering

Axon•Scottsdale, AZ

9d•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 Location: Scottsdale, AZ Reports to: Sr. Director, Global Support Direct Reports: 12-15, including 1 Senior Team Lead As the Sr. Manager of Technical Support Engineering, you will lead two highly technical Tier 2 and Tier 3 support engineering organizations responsible for resolving our most complex customer issues across Axon's ecosystem. Your teams provide advanced troubleshooting and engineering support for two of Axon's Records product lines, specializing in software, databases, APIs, integrations, and cloud services. You will also lead the Tier 3 Hardware Engineering Support team responsible for the deepest technical troubleshooting across Axon's connected ecosystem—including body-worn cameras, TASER devices, Fleet, Interview Room, and Evidence.com. Beyond case resolution, your organization plays a critical role in shaping the future of technical support by building innovative AI-powered tools, dashboards, and proactive monitoring capabilities that identify issues before customers experience them. You will foster a culture of engineering excellence, operational rigor, and continuous innovation while partnering closely with Product, Engineering, Customer Success, and Support leadership to improve both product quality and the customer experience.

Requirements

Demonstrates an #OWNIT mindset and passion for solving customers' most complex technical challenges.
Leads with an AI-first mindset and embraces emerging technologies to improve operations and customer outcomes.
Extensive experience managing Tier 2 and Tier 3 Technical Support or Support Engineering organizations.
Strong technical foundation across enterprise software, cloud applications, databases, APIs, integrations, networking, and connected hardware.
Experience leading teams responsible for complex software and hardware troubleshooting in a SaaS, cloud, IoT, or enterprise technology environment.
Ability to translate technical issues into business impact while communicating effectively with executives, engineers, and customers.
Strong analytical, organizational, and decision-making skills.
Excellent written and verbal communication skills.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice To Haves

7+ years leading technical support engineering or advanced technical support organizations.
Experience managing Tier 2/Tier 3 escalation teams supporting enterprise SaaS, cloud platforms, IoT devices, or integrated hardware/software solutions.
Strong understanding of cloud infrastructure, relational databases, APIs, authentication, networking, and enterprise software architecture.
Experience supporting complex customer environments involving software integrations and data troubleshooting.
Experience leveraging AI, automation, analytics, or observability platforms to improve operational efficiency.
Experience with Salesforce, Jira, telemetry platforms, SQL, and modern support technologies.
Knowledge of contact center platforms (CCaaS), CRM, WFM, and support operations.
Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field preferred (or equivalent experience).
Experience in public safety technology, enterprise SaaS, IoT, telematics, or cloud software highly preferred.
Knowledge of Axon's hardware ecosystem, digital evidence management, or connected devices is a plus.
Strong executive presence with experience leading cross-functional initiatives.

Responsibilities

Lead two teams of highly skilled Tier 2 and Tier 3 Technical Support Engineers responsible for complex software and hardware escalations.
Coach and develop a Senior Team Lead and technical engineers while building a culture focused on ownership, technical excellence, accountability, and continuous learning.
Serve as the escalation point for the organization's most complex customer issues, driving cross-functional collaboration through resolution.
Partner closely with Engineering, Product Management, Cloud Operations, Customer Success, and Professional Services to resolve systemic issues and improve product quality.
Drive operational KPIs including backlog health, SLA attainment, customer satisfaction, escalation aging, and engineering effectiveness.
Develop reporting, dashboards, and scorecards to monitor team performance, operational trends, and customer health.
Identify recurring technical issues and drive root cause analysis initiatives that reduce customer effort and improve product reliability.
Lead continuous process improvement initiatives that increase engineer productivity and improve the customer experience.
Champion an AI-first approach to technical support by leveraging LLMs, agentic AI, automation, and intelligent workflows.
Lead initiatives that develop proactive monitoring tools, dashboards, and automation capable of identifying customer issues before they become support cases.
Drive adoption of emerging technologies that improve troubleshooting efficiency, knowledge management, and engineering productivity.
Foster a culture of innovation where engineers contribute tooling, automation, and operational improvements beyond traditional support responsibilities.
Ensure the successful resolution of high-impact customer escalations while maintaining executive-level communication with internal stakeholders.
Analyze trends across Salesforce, Jira, telemetry, and support data to identify product improvements and customer pain points.
Partner with Product and Engineering to influence product roadmap priorities through customer feedback, defect analysis, and operational insights.
Continuously improve customer experience metrics including CSAT, NPS, and time-to-resolution.
Recruit, retain, and develop top technical talent.
Provide coaching, performance management, career development, and succession planning.
Foster a collaborative, inclusive, and high-performing engineering culture.
Manage workforce planning, capacity forecasting, and resource allocation across multiple technical teams.