Manager of Technical Support (Fusus) Atlanta, Georgia, United States Atlanta, Ge

Join Axon and be a Force for Good.

Your Impact

What You’ll Do

Location: Onsite at our Peachtree Corners Office in Atlanta, GA
Reports to: Sr. Manager, Customer Support
Direct Reports: 10-15 Technical Support Representatives

• Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, networking, and Linux environments.
• Oversee timely and effective resolution of complex technical and network-related issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).
• Guide the team in diagnosing and troubleshooting complex networking issues, including firewalls, load balancers, IDS, routers, switches, VLANs, and protocols (e.g., BGP).
• Partner with Engineering and IT to ensure network stability, security, and optimal performance across customer deployments.
• Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.
• Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
• Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders.
• Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.
• Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.
• Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
• Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
• Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
• Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures.

What You Bring

• Bachelor’s Degree or equivalent work experience
• 5+ years of experience in a customer-facing role
• 3+ years of people leadership experience, preferably in a fast-paced Customer/Technical Support environment
• Technology/SaaS industry experience highly preferred
• Strong experience with network elements, protocols, services, and transport layers; firewalls, load balancers, IDS, routers, switches, VLANs, and internet working protocols (BGP)
• Hands-on experience with Linux systems administration and troubleshooting
• Networking certifications a plus
• Experience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management tools
• Proven ability to lead teams through change management initiatives and organizational transitions
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• 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 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 emailrecruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.