Senior IT Support Technician & Regional Pod Lead - Boston

Axon; Boston (MA); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Competitive salary and 401k with match

Paid time off

Parental leave

Medical, Dental, Vision plans

Wellness programs

Learning & Development

ERGs

Snacks in offices

Job summary

Axon is seeking an IT Support Technician V to be the senior-most contributor in the IT support track, based at our Boston office. You will manage high-complexity tickets, serve as final escalation, and act as a regional pod anchor while handling onboarding, procurement, and executive support.

You’ll mentor L3/L4, coordinate with Engineering, and ensure service levels across endpoints, AV, and infrastructure. This role emphasizes ownership, confidentiality for VIPs, and cross-site collaboration.

Qualifications

• 5+ years IT support or end-user computing experience.
• Strong troubleshooting across endpoints, networking, and infrastructure, including proficiency with ServiceNow, Okta, Slack/Zoom, Google Workspace, and endpoint management platforms (Tanium, JAMF, Intune/Autopilot)
• Demonstrated ownership of high-complexity tickets and escalations, including incident command, RCA documentation, and clean handoffs to Engineering
• Hands-on AV skills — conference room systems, video conferencing platforms, and pre-flighting technology for meetings and events, plus experience supporting executive/VIP users and coordinating with vendors on procurement and site operations
• An Own It mentality — driving problems to resolution without being asked — paired with a Join Forces approach to mentoring L3/L4 and acting as a dependable teammate across all sites

Responsibilities

• Manage queue health for high-complexity tickets.
• Escalate to Engineering with full context.
• Act as incident commander for major endpoint or infra incidents.
• Maintain executive IT relationships and VIP device health checks.
• Lead regional pod anchor and vendor coordination.
• Oversee onboarding for regional M&A and new hires.
• Mentor L3/L4 and contribute to hiring.

Skills

End-user support

Ticket escalation

AV systems

Vendor management

ServiceNow

Okta

Slack/Zoom

Google Workspace

RCA documentation

Executive support

Mentorship

Ownership

Tools

Tanium

JAMF

Intune/Autopilot

Endpoint management platforms

Job description

Axon is seeking an IT Support Technician V to be the senior-most contributor in the IT support track, based at our Boston office. You will manage high-complexity tickets, serve as final escalation, and act as a regional pod anchor while handling onboarding, procurement, and executive support.

You’ll mentor L3/L4, coordinate with Engineering, and ensure service levels across endpoints, AV, and infrastructure. This role emphasizes ownership, confidentiality for VIPs, and cross-site collaboration.