Senior Support Operations Specialist

Axon•Scottsdale, AZ

11h•Onsite

About The Position

As a Senior Support Operations Specialist focused on Software Provisioning, you will play a critical role in ensuring accurate and timely software provisioning, licensing, and entitlement management for our customers. You will own end-to-end execution of provisioning workflows and serve as a subject matter expert for licensing and entitlement operations across Axon's software ecosystem. This role sits at the intersection of Support, Sales, Customer Success, and Engineering, ensuring customers receive seamless access to the software and features they’ve purchased. You will also drive process improvements, automation, and standardization across provisioning and licensing workflows. You will thrive in a fast-paced environment that values ownership, precision, and continuous improvement.

Requirements

4+ years of experience in support operations, provisioning, licensing, or order management
Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
Experience working in queue-based or ticket-driven environments with SLA accountability
Proven ability to troubleshoot operational issues and drive resolution across teams
Strong attention to detail with a focus on accuracy and quality
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience in SaaS, IoT, or security technology environments
Experience with licensing automation or provisioning tools
Familiarity with Axon's software ecosystem (e.g., cloud evidence and related platforms) or comparable SaaS provisioning environments

Responsibilities

Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
Ensure accuracy and completeness of all provisioning requests across systems
Manage and prioritize provisioning queues to meet SLAs and customer expectations
Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams
Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
Act as a key point of contact for provisioning-related inquiries and escalations
Validate work order details and resolve discrepancies impacting customer access or licensing
Identify inefficiencies in provisioning and licensing workflows and drive improvements
Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
Support automation initiatives to reduce manual effort and improve accuracy
Document processes, SOPs, and best practices
Maintain visibility into provisioning requests, backlog, and completion metrics
Monitor SLAs and proactively address bottlenecks
Analyze trends in provisioning errors or delays and recommend corrective actions
Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role