Senior Team Lead, Technical Support Engineering 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 As a Senior Team Lead, Technical Support Tier (2/3), you will serve as a high-performing individual contributor and day-to-day operational leader within Global Services & Support. Operating in a player/coach capacity, you will guide Technical Support execution, mentor peers, coordinate escalations, improve support quality, and help ensure consistent customer outcomes across your assigned product area, service pillar, region, or customer segment. This role does not carry formal people management responsibilities. Instead, you will influence by setting the standard for technical excellence, customer empathy, ownership, process discipline, and cross-functional partnership. You will work closely with the Technical Support Manager to translate team priorities into execution, identify gaps in workflows or knowledge, and provide input that supports team performance, onboarding, training, and continuous improvement. WHAT YOU’LL DO • Lead day-to-day Support execution, ensuring the team has the guidance, resources, and alignment needed to deliver high-quality customer outcomes. • Operate as a player/coach by managing your own workload, mentoring peers, and modeling technical, communication, and ownership best practices. • Serve as a senior technical resource for complex cases, guiding next steps and determining when escalation to Engineering, Product, Support Leadership, or other partners is required. • Improve team quality and readiness by reviewing case work, identifying trends and training gaps, and partnering with leaders on coaching, workflow improvements, and customer-impacting risks. • Support team growth through onboarding and interviews, helping assess and develop technical aptitude, communication skills, and support readiness. • Partner with Support, Product, Engineering, and subject-matter experts to improve handoffs, documentation, root-cause visibility, and customer outcomes. • Maintain and improve SOPs, troubleshooting guides, internal knowledge articles, macros, playbooks, and documentation. • Recommend and help implement process improvements, automation opportunities, routing enhancements, reporting updates, and workflow changes that increase efficiency and consistency. • Promote a customer-first, ownership-driven culture by setting the bar for professionalism, urgency, accountability, and clear communication. WHAT YOU BRING • Embodies an #OWN IT mindset, taking accountability for helping customers and solving complex problems. • Strong technical troubleshooting skills across software, hardware, networking, cloud-based systems, integrations, or other relevant support domains. • Ability to guide peers through complex customer issues with composure, clarity, urgency, and sound judgment. • Strong organizational skills with the ability to balance escalations, operational needs, stakeholder expectations, and individual contributor responsibilities. • Self-driven and able to work independently while partnering effectively across teams and functions. • Excellent verbal and written communication skills, including the ability to tailor technical explanations to varied audiences. • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information. Preferred Qualifications • Bachelor’s Degree or working toward a college degree in a technical discipline • 2-3 years’ leadership experience in a tiered technical support environment • Experience with security camera systems, VMS, DVR, and NVR solutions is strongly preferred • Certifications such as Network+, Security+, Linux+ • Experience in Axon applications (Salesforce, MS 365, JIRA, Vonage) • 5 years’ experience troubleshooting network issues in a hardware/software environment • Preference will be given to those with technical support roles related to public safety and government • Coding experience, particularly JSON • Experience with API troubleshooting, and documentation • Demonstrated knowledge of technical and systems-level solutions for enterprise software. • Experience with the Azure Cloud Ecosystem - Azure Cloud certifications - Azure Databricks and/or Azure Data Factory and Azure AppInsights Benefits that Benefit You • Competitive salary and 401k with employer match • Paid time off • Robust parental leave policy • Medical, Dental, Vision plans • Fitness Programs • Emotional & Mental Wellness support • Learning & Development programs • And yes, we have snacks in our offices WHAT THIS ROLE DOES NOT OWN • Formal performance reviews or performance management decisions. • Compensation planning, promotion decisions, termination decisions, or employee relations ownership. • Final hiring decisions or formal staffing decisions. • PTO approvals or formal timekeeping ownership. • Final prioritization decisions when delivery needs conflict with people-management considerations. • Formal 1-1 meetings (Manager owns) SUCCESS IN THIS ROLE LOOKS LIKE • Support execution is more consistent, visible, and aligned across the team. • Support specialists receive timely guidance, coaching, and escalation support without confusion around ownership. • Customer issues are resolved with greater quality, urgency, and professionalism. • Ticket hygiene, documentation quality, handoffs, and escalation readiness improve over time. • Training gaps and recurring issue trends are identified earlier and translated into practical improvements. • Consistently engaged with Manager on insights into operational health, team needs, and customer-impacting risks. • The Team Lead is recognized as a role model, trusted peer mentor, and Axon ambassador who sets the bar for performance and ownership. 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. 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