Sr. Manager, Technical Support (Tier 2) at Axon

Axon

Scottsdale, Arizona, United States·4d ago

SeniorFull-timeAWSAzureAI

Salary Range

$66,300 - $89,700 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Senior Manager of Tier 2 Technical Support to join Axon, a company dedicated to protecting life through innovative safety and justice solutions. This role involves leading a team of technical engineers and Team Leads to resolve complex issues across Axon’s hardware and software ecosystem.

Key Responsibilities

→Lead Tier 2 Engineers, Field Support Engineers, and Team Leads supporting body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
→Oversee complex, multi-product troubleshooting across hardware, firmware, networking, and cloud systems.
→Establish structured diagnostic and root cause methodologies.
→Ensure strong technical depth and SME development across product lines.
→Own Tier 2 escalation strategy and high-severity incident response.
→Lead cross-functional resolution efforts with Engineering, Product, and other cross-functional teams.
→Drive timely containment and clear executive-level communication during critical events.
→Conduct post-incident reviews and implement corrective actions.
→Translate support trends into actionable engineering and product insights.
→Partner to improve diagnostic tooling, documentation, and product reliability.
→Ensure Tier 2 readiness for new feature and hardware launches.
→Own Tier 2 performance metrics including MTTR, escalation rates, and defect trends.
→Design scalable workflows for complex technical case management.
→Strengthen Tier 1 to Tier 2 handoffs and knowledge transfer processes.
→Build a high-performance culture focused on accountability, quality, and customer impact.

Requirements

✓Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
✓Demonstrates an AI-first approach to solving business problems
✓Excellent verbal and written communication skills
✓Proficient with Windows operating systems, mobile devices, and cloud-based solutions
✓Strong comprehension of internet networking & routing, hardware and software troubleshooting
✓Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.