Senior Manager, AI-Driven Technical Support

Axon Enterprise; Scottsdale (AZ); On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

401(k) with employer match

Paid time off

Parental leave

Fitness programs

Mental wellness support

Snacks in office

Job summary

Axon Enterprise in Scottsdale, AZ, seeks a Sr. Manager of Technical Support Engineering to lead two advanced support organizations across software, databases, APIs, and hardware.

You will guide teams through complex escalations, develop leaders, and collaborate with Engineering and Product to improve product quality and customer experience. The role drives proactive AI-enabled monitoring, automated workflows, and innovative tooling to reduce customer effort and advance support maturity.

Qualifications

• Extensive experience managing Tier 2 and Tier 3 Technical Support teams.
• Proven ability to lead cross-functional, high-performing engineering support teams.
• Strong background in enterprise software, cloud services, and hardware troubleshooting.

Responsibilities

• Lead two teams of Tier 2 and Tier 3 Technical Support Engineers for complex escalations.
• Develop Senior Team Lead and engineers, fostering ownership and continuous learning.
• Partner with Engineering, Product, Cloud Operations, and Success to resolve systemic issues.
• Drive operational KPIs, build dashboards, and implement proactive monitoring tooling.

Skills

Technical Leadership

Team Leadership

SaaS

Cloud Infrastructure

Databases

APIs

Hardware Troubleshooting

Analytics

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Salesforce

Jira

Telemetry

Job description

Axon Enterprise in Scottsdale, AZ, seeks a Sr. Manager of Technical Support Engineering to lead two advanced support organizations across software, databases, APIs, and hardware.

You will guide teams through complex escalations, develop leaders, and collaborate with Engineering and Product to improve product quality and customer experience. The role drives proactive AI-enabled monitoring, automated workflows, and innovative tooling to reduce customer effort and advance support maturity.