Axon Enterprise
Manager, Technical Support Scottsdale, Arizona, United States Scottsdale, Arizon
Axon Enterprise, Scottsdale, Arizona, us, 85261
Location: Scottsdale, Arizona, United States
Join Axon and be a Force for Good.
Your Impact
As a Manager of Technical Support, 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:
Onsite in Scottsdale, AZ at HQ 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 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 Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs And yes, we have snacks in our offices Axon is committed to building diverse teams that reflect the communities we serve. We encourage you to apply if you’re excited about this role and our mission to Protect Life, even if your experience doesn’t align perfectly with every qualification listed. 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. We are an equal opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion.
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Your Impact
As a Manager of Technical Support, 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:
Onsite in Scottsdale, AZ at HQ 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 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 Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs And yes, we have snacks in our offices Axon is committed to building diverse teams that reflect the communities we serve. We encourage you to apply if you’re excited about this role and our mission to Protect Life, even if your experience doesn’t align perfectly with every qualification listed. 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. We are an equal opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion.
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