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Supervisor, Technical Support

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.

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.

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 recruitingops@axon.com.

Your Impact 

As a Technical Support Supervisor, you will oversee a team of technical support specialists, ensuring they provide efficient and high-quality troubleshooting and issue resolution for customers. This role involves monitoring performance, handling escalations, mentoring team members, and optimizing support processes. You will serve as a technical resource and coach, ensuring the team effectively resolves issues while meeting service-level expectations.


What You’ll Do

Location: Scottsdale, Arizona, USA 
Reports to: Sr. Manager, Customer Support
Direct Reports: 10-15 Technical Support Representatives

  • Supervise and support the daily operations of the Technical Support team across multiple locations
  • Ensure adherence to technical support procedures and troubleshooting workflows
  • Monitor and analyze support metrics to assess efficiency, resolution times, and customer satisfaction
  • Review top technical issues and trends to identify opportunities for process improvement and training
  • Act as the first point of escalation for complex technical issues, working cross-functionally to drive resolution
  • Maintain an in-depth understanding of company products, systems, and troubleshooting techniques
  • Conduct regular team meetings and training sessions to enhance skill development
  • Assist in onboarding, training, and mentoring new technical support team members
  • Identify and recommend new tools, scripts, or automation solutions to improve troubleshooting efficiency
  • Ensure timely tracking, reporting, and documentation of technical issues and resolutions
  • Conduct quality audits of support tickets to ensure adherence to best practices and customer satisfaction goals
  • Collaborate with Engineering and Product teams to provide feedback on recurring technical issues
  • Participate in incident management and outage response, ensuring clear communication and timely resolution
  • Oversee shift scheduling to ensure coverage

What You Bring

  • Bachelor’s Degree or equivalent work experience
  • 3+ years of experience in a technical support or customer facing role
  • 1+ years of supervisory or leadership experience in a tech support environment
  • Strong troubleshooting experience with networking, SaaS applications, or IT infrastructure
  • Proficiency in incident tracking and ticketing systems (Salesforce, JIRA, etc.)
  • Knowledge of networking elements, protocols, services, and troubleshooting tools (firewalls, load balancers, IDS, routers, VLANs, BGP)
  • Familiarity with call center and support tools (ACD, workforce management, productivity tools)
  • Ability to coach and mentor technical teams, fostering continuous learning and professional growth
  • Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment
  • Networking or IT certifications (e.g., CCNA, CompTIA Network+, AWS Certified, ITIL) are a plus

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

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.

 

Important Notes

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 to 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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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