Director, Technical Support at Axon

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 We are hiring a Director of Technical Support (International) to play a pivotal role in scaling our Tier 1 and Tier 2 Technical Support teams globally. Reporting directly to the Senior Director, Global Support, you will be responsible for building the operational foundation, structure, and cross-functional partnerships necessary to support our rapidly evolving product portfolio across geographical regions. This role requires a strong technical support leader with deep operational experience, a solid working knowledge of connected device products, a track record of building and transforming teams, and the ability to lead through change. You will shape and implement scalable support processes, drive post-acquisition alignment, and partner closely with Product, Engineering, Sales, Customer Success, and IT to deliver a unified, world-class customer experience. What You’ll Do Location: Bucharest, Romania Direct Reports: 15 In accordance with our updated team guidance, some roles at Axon will now have an in-office expectation of four days per week (Tuesday-Friday), unless there is an approved accommodation. Reports to: Sr. Director, Global Support 1. Global Support Leadership • Lead international Tier 1 and Tier 2 Technical Support teams supporting Axon body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions. • Establish and scale a follow-the-sun support model to ensure seamless global coverage and case handoffs across regions. • Build and develop Axon’s Bucharest Support Center of Excellence, establishing operational rigor, strong leadership, and scalable team structures. • Coach and develop frontline employees while driving a high-performance, customer-first culture. 2. Operational Excellence & Tier 1 Management • Drive Tier 1 operational performance including WFM, QA programs, scheduling, and real-time adherence. • Own core support KPIs including CSAT, SLA adherence, backlog health, escalation rates, and first contact resolution. • Implement structured operational cadences, reporting, and continuous improvement programs. • Strengthen Tier 1 → Tier 2 escalation workflows and knowledge transfer. 3. Technical Support & Escalation Leadership • Provide leadership oversight for Tier 2 troubleshooting across hardware, firmware, networking, mobile, and cloud systems. • Own escalation management and high-severity incident coordination across Support, Engineering, and Product teams. • Drive root cause analysis and systemic improvements that improve product reliability and customer experience. • Ensure strong technical depth and subject matter expertise across Axon product lines. 4. AI, Automation & Support Innovation • Champion an AI-first approach to support operations through automation, LLM-enabled workflows, and intelligent tooling. • Identify opportunities to improve agent productivity, troubleshooting workflows, and customer self-service capabilities. • Partner with Product, Engineering, and internal AI teams to modernize support systems and processes. 5. Cross-Functional Partnership • Serve as a key support leader partnering with Product, Engineering, Customer Success, and Sales. • Translate support insights into actionable product feedback and operational improvements. • Ensure support readiness for new product launches, firmware updates, and platform releases. What You Bring • Embodies an #OWNIT mindset when it comes to solving customer problems and leading high-performing teams. • Demonstrates an AI-first approach to improving support operations and workflows. • Excellent verbal and written communication skills with strong executive presence. • Strong knowledge of hardware, networking, mobile devices, and cloud-based platforms. • Deep understanding of tiered technical support models and contact center operations. • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information. Preferred Qualifications • 10+ years of experience in technical support or customer operations with 5+ years leading tiered support organizations. • Experience managing global or international support teams, ideally operating within a follow-the-sun model. • Experience supporting IoT or connected hardware ecosystems combining devices, networking, and cloud platforms. • Strong familiarity with CRM systems (Salesforce preferred), CCaaS platforms, WFM tools, and QA programs. • Experience partnering with Engineering and Product teams on escalations, root cause analysis, and product improvement. • Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies • Strong knowledge of virtualization and virtual machines, computer/server hardware, operating systems, and storage devices, redundant storage solutions, SSH, and SSO identity providers such as ADFS, Azure, and/or OKTA • Bachelor’s degree in a technical field preferred 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 • Employee Resource Groups (ERGs) • 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. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [Upgrade to PRO to see contact] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. 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 [Upgrade to PRO to see contact]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.