Your Impact

As a Technical Support Lead you will help drive key strategic decisions to improve the 24 x 7 technical support experience. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills.

What You’ll Do

Location: Remote, USA
Reports to: Sr. Manager, Customer Support
Direct Reports: 10-15 Technical Support Representatives, 1 Team Lead

• Develop procedures and policies for better handling of customer correspondence and customer complaints
• Monitor business and process metrics to measure and manage technical support & customer service effectiveness
• Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
• Oversee and maintain the Technical Support team across multiple cities & countries
• Maintain in-depth working knowledge of the company’s products, systems and processes
• Schedule meetings with the internal teams to discuss and resolve technical failures/customer concerns
• Manage hiring, training, retention and performance of the support teams
• Act as the Voice of the Customer across the organization
• Identify new tools and technologies to better serve the customer
• Monthly & Quarterly reviews of metrics and customer focused OKRs
• Daily issue triage and escalation handling
• Provide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience
• 1:1s with direct management team

What You Bring

• Bachelor’s Degree or equivalent work experience
• 5 years of experience in a customer facing role
• 3 years of experience of managing customer support teams or relevant Axon Customer Support experience
• 2 years of experience working with incident ticketing / tracking systems
• Excellent communication and negotiation skills
• Technology/software/SaaS industry experience
• Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferred
• Networking certifications a plus
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• 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.

The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 88,000 in the lowest geographic market and USD 138,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).