Senior Manager, AI-Driven Technical Support Engineering

BOSTON TRUST WALDEN COMPANY

Scottsdale (AZ)

On-site

USD 150,000 - 210,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

401(k) with employer match

Paid time off

Medical, Dental, Vision plans

Job summary

Axon seeks a Sr. Manager of Technical Support Engineering in Scottsdale to lead two Tier 2/3 teams and drive advanced engineering support across software, databases, APIs, and hardware ecosystems.

You will shape proactive monitoring, AI-powered tooling, and cross-functional collaboration with Product, Engineering, and Customer Success to improve product reliability and customer outcomes while delivering measurable support excellence.

Qualifications

Extensive experience leading Tier 2/3 Technical Support or Support Engineering teams.
Strong foundation across enterprise software, cloud apps, databases, APIs, integrations, and hardware.
Experience with AI, automation, analytics, or observability to improve ops.

Responsibilities

Lead two teams of Tier 2 and Tier 3 engineers handling complex software and hardware issues.
Develop dashboards, tooling, and proactive monitoring to reduce customer effort.
Collaborate with Product, Engineering, and Customer Success to improve product quality.
Translate technical issues into business impact and communicate with executives.

Skills

AI-first mindset

Technical leadership

Tier 2/3 support

Enterprise SaaS

Cloud & APIs

SQL & Databases

Executive communication

Education

Bachelor's degree in Computer Science/Engineering

Tools

Salesforce

Jira

Telemetry platforms

Job description

Axon seeks a Sr. Manager of Technical Support Engineering in Scottsdale to lead two Tier 2/3 teams and drive advanced engineering support across software, databases, APIs, and hardware ecosystems.

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