Senior Team Lead, Technical Support Engineering

Axon•Scottsdale, AZ

20h•Onsite

About The Position

As a Senior Team Lead, Technical Support Tier (2/3), you will serve as a high-performing individual contributor and day-to-day operational leader within Global Services & Support. Operating in a player/coach capacity, you will guide Technical Support execution, mentor peers, coordinate escalations, improve support quality, and help ensure consistent customer outcomes across your assigned product area, service pillar, region, or customer segment. This role does not carry formal people management responsibilities. Instead, you will influence by setting the standard for technical excellence, customer empathy, ownership, process discipline, and cross-functional partnership. You will work closely with the Technical Support Manager to translate team priorities into execution, identify gaps in workflows or knowledge, and provide input that supports team performance, onboarding, training, and continuous improvement.

Requirements

Embodies an #OWN IT mindset, taking accountability for helping customers and solving complex problems.
Strong technical troubleshooting skills across software, hardware, networking, cloud-based systems, integrations, or other relevant support domains.
Ability to guide peers through complex customer issues with composure, clarity, urgency, and sound judgment.
Strong organizational skills with the ability to balance escalations, operational needs, stakeholder expectations, and individual contributor responsibilities.
Self-driven and able to work independently while partnering effectively across teams and functions.
Excellent verbal and written communication skills, including the ability to tailor technical explanations to varied audiences.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information.

Nice To Haves

Bachelor’s Degree or working toward a college degree in a technical discipline
2-3 years’ leadership experience in a tiered technical support environment
Experience with security camera systems, VMS, DVR, and NVR solutions is strongly preferred
Certifications such as Network+, Security+, Linux+
Experience in Axon applications (Salesforce, MS 365, JIRA, Vonage)
5 years’ experience troubleshooting network issues in a hardware/software environment
Preference will be given to those with technical support roles related to public safety and government
Coding experience, particularly JSON
Experience with API troubleshooting, and documentation
Demonstrated knowledge of technical and systems-level solutions for enterprise software.
Experience with the Azure Cloud Ecosystem - Azure Cloud certifications - Azure Databricks and/or Azure Data Factory and Azure AppInsights

Responsibilities

Lead day-to-day Support execution, ensuring the team has the guidance, resources, and alignment needed to deliver high-quality customer outcomes.
Operate as a player/coach by managing your own workload, mentoring peers, and modeling technical, communication, and ownership best practices.
Serve as a senior technical resource for complex cases, guiding next steps and determining when escalation to Engineering, Product, Support Leadership, or other partners is required.
Improve team quality and readiness by reviewing case work, identifying trends and training gaps, and partnering with leaders on coaching, workflow improvements, and customer-impacting risks.
Support team growth through onboarding and interviews, helping assess and develop technical aptitude, communication skills, and support readiness.
Partner with Support, Product, Engineering, and subject-matter experts to improve handoffs, documentation, root-cause visibility, and customer outcomes.
Maintain and improve SOPs, troubleshooting guides, internal knowledge articles, macros, playbooks, and documentation.
Recommend and help implement process improvements, automation opportunities, routing enhancements, reporting updates, and workflow changes that increase efficiency and consistency.
Promote a customer-first, ownership-driven culture by setting the bar for professionalism, urgency, accountability, and clear communication.