Senior Manager, Technical Support Engineering

Axon; Scottsdale (AZ); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Parental leave

Fitness programs

Mental wellness support

Snacks in offices

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

Own it mindset

AI-first mindset

Technical leadership

Customer advocacy

Cross-functional collaboration

Executive communication

CJIS background

Education

Bachelor's degree in Computer Science or related

Tools

Salesforce

Jira

Telemetry

Job description

Senior Manager, Technical Support Engineering

Scottsdale, Arizona, United States

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

Location: Scottsdale, AZ
Reports to: Sr. Director, Global Support
Direct Reports: 12-15, including 1 Senior Team Lead

As theSr. Manager of Technical Support Engineering, you will lead two highly technical Tier 2 and Tier 3 support engineering organizations responsible for resolving our most complex customer issues across Axon's ecosystem.
Your teams provide advanced troubleshooting and engineering support for two of Axon's Records product lines, specializing in software, databases, APIs, integrations, and cloud services. You will also lead the Tier 3 Hardware Engineering Support team responsible for the deepest technical troubleshooting across Axon's connected ecosystem—including body-worn cameras, TASER devices, Fleet, Interview Room, and Evidence.com.
Beyond case resolution, your organization plays a critical role in shaping the future of technical support by building innovative AI-powered tools, dashboards, and proactive monitoring capabilities that identify issues before customers experience them. You will foster a culture of engineering excellence, operational rigor, and continuous innovation while partnering closely with Product, Engineering, Customer Success, and Support leadership to improve both product quality and the customer experience.

What You’ll Do

Technical Leadership

• Lead two teams of highly skilled Tier 2 and Tier 3 Technical Support Engineers responsible for complex software and hardware escalations.
• Coach and develop a Senior Team Lead and technical engineers while building a culture focused on ownership, technical excellence, accountability, and continuous learning.
• Serve as the escalation point for the organization’s most complex customer issues, driving cross-functional collaboration through resolution.
• Partner closely with Engineering, Product Management, Cloud Operations, Customer Success, and Professional Services to resolve systemic issues and improve product quality.

Operational Excellence

• Drive operational KPIs including backlog health, SLA attainment, customer satisfaction, escalation aging, and engineering effectiveness.
• Develop reporting, dashboards, and scorecards to monitor team performance, operational trends, and customer health.
• Identify recurring technical issues and drive root cause analysis initiatives that reduce customer effort and improve product reliability.
• Lead continuous process improvement initiatives that increase engineer productivity and improve the customer experience.

Technical Strategy & Innovation

• Champion an AI-first approach to technical support by leveraging LLMs, agentic AI, automation, and intelligent workflows.
• Lead initiatives that develop proactive monitoring tools, dashboards, and automation capable of identifying customer issues before they become support cases.
• Drive adoption of emerging technologies that improve troubleshooting efficiency, knowledge management, and engineering productivity.
• Foster a culture of innovation where engineers contribute tooling, automation, and operational improvements beyond traditional support responsibilities.

Customer Advocacy

• Ensure the successful resolution of high-impact customer escalations while maintaining executive-level communication with internal stakeholders.
• Analyze trends across Salesforce, Jira, telemetry, and support data to identify product improvements and customer pain points.
• Partner with Product and Engineering to influence product roadmap priorities through customer feedback, defect analysis, and operational insights.
• Continuously improve customer experience metrics including CSAT, NPS, and time-to-resolution.
• Recruit, retain, and develop top technical talent.
• Provide coaching, performance management, career development, and succession planning.
• Foster a collaborative, inclusive, and high-performing engineering culture.
• Manage workforce planning, capacity forecasting, and resource allocation across multiple technical teams.

What You Bring

• Demonstrates an #OWNIT mindset and passion for solving customers' most complex technical challenges.
• Leads with an AI-first mindset and embraces emerging technologies to improve operations and customer outcomes.
• Extensive experience managing Tier 2 and Tier 3 Technical Support or Support Engineering organizations.
• Strong technical foundation across enterprise software, cloud applications, databases, APIs, integrations, networking, and connected hardware.
• Experience leading teams responsible for complex software and hardware troubleshooting in a SaaS, cloud, IoT, or enterprise technology environment.
• Ability to translate technical issues into business impact while communicating effectively with executives, engineers, and customers.
• Strong analytical, organizational, and decision-making skills.
• Excellent written and verbal communication skills.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Preferred Qualifications

• 7+ years leading technical support engineering or advanced technical support organizations.
• Experience managing Tier 2/Tier 3 escalation teams supporting enterprise SaaS, cloud platforms, IoT devices, or integrated hardware/software solutions.
• Strong understanding of cloud infrastructure, relational databases, APIs, authentication, networking, and enterprise software architecture.
• Experience supporting complex customer environments involving software integrations and data troubleshooting.
• Experience leveraging AI, automation, analytics, or observability platforms to improve operational efficiency.
• Experience with Salesforce, Jira, telemetry platforms, SQL, and modern support technologies.
• Knowledge of contact center platforms (CCaaS), CRM, WFM, and support operations.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field preferred (or equivalent experience).
• Experience in public safety technology, enterprise SaaS, IoT, telematics, or cloud software highly preferred.
• Knowledge of Axon's hardware ecosystem, digital evidence management, or connected devices is a plus.
• Strong executive presence with experience leading cross-functional initiatives.

Benefits that Benefit You

• Competitive salary and 401(k) with employer match
• Paid time off
• Robust parental leave policy
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.