Senior Manager, AI-Driven Technical Support
Axon
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Benefits offered by this job
Job summary
Axon in Scottsdale, AZ seeks a Senior Manager of Technical Support Engineering to lead two Tier 2/3 teams and a hardware team, driving advanced troubleshooting across software, databases, APIs, integrations, and cloud services. You will shape proactive AI-powered tools and collaborate with Product, Engineering, and Customer Success to improve product quality and the customer experience.
You will mentor leaders, own operational KPIs, and partner with stakeholders to deliver excellence in support
Qualifications
- Experience leading Tier 2/3 technical support teams, especially in SaaS or enterprise tech.
- Strong communication with executives and customers; CJIS background is preferred.
- Background in software, cloud services, databases, APIs, and hardware support.
Responsibilities
- Direct two Tier 2 and Tier 3 Support Engineering teams delivering complex software/hardware escalations.
- Develop coaching, performance management, and succession plans for leaders and engineers.
- Partner with Engineering, Product, Cloud Ops, and Customer Success to improve product quality.
- Build proactive monitoring tools, AI-powered workflows, and dashboards to reduce issues.
- Drive customer satisfaction metrics through proactive issue resolution and escalations.
- Lead workforce planning, capacity forecasting, and resource allocation.
Skills
Education
Tools
Job description
Axon in Scottsdale, AZ seeks a Senior Manager of Technical Support Engineering to lead two Tier 2/3 teams and a hardware team, driving advanced troubleshooting across software, databases, APIs, integrations, and cloud services. You will shape proactive AI-powered tools and collaborate with Product, Engineering, and Customer Success to improve product quality and the customer experience.
You will mentor leaders, own operational KPIs, and partner with stakeholders to deliver excellence in support
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