Sr. Manager, Technical Support (Tier 2)

Axon•Scottsdale, AZ

About The Position

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. Location: Scottsdale, Arizona, United States (Greater Phoenix Area) Reports to: Sr. Director, Global Support Direct Reports: 12-15, with 1 Team Lead Your Impact As the Sr. Manager of Tier 2 Technical Support, you will lead and scale a high-performing team of advanced technical engineers and Team Leads responsible for resolving complex, multi-product issues across Axon’s hardware and software ecosystem. You will drive technical excellence and operational rigor, strengthen escalation and incident management practices, and partner closely with Engineering and Product to address systemic issues and improve reliability. In addition, you will mentor and develop deep technical talent, spearhead process and tooling enhancements, and implement automation and AI-driven solutions that elevate diagnostic capabilities and transform how we support mission-critical customers.

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.

Nice To Haves

5-7 years’ leadership experience in an tiered technical support environment
Bachelor’s degree in a technical field is preferred or equivalent work experience
Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Strong knowledge of virtualization and virtual machines
Strong knowledge of computer/server hardware, operating systems, and storage devices
Strong knowledge of redundant storage solutions such as RAID
Experience using Secure Shell (SSH)
Experience with SSO identity providers: ADFS, Azure, OKTA
Strong written and verbal communication skills and executive presence required

Responsibilities

Advanced Technical Leadership Leads Tier 2 Engineers, Field Support Engineers, and Team Leads supporting body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
Oversees complex, multi-product troubleshooting across hardware, firmware, networking, and cloud systems.
Establish structured diagnostic and root cause methodologies.
Ensures strong technical depth and SME development across product lines.
Escalation & Incident Management Owns Tier 2 escalation strategy and high-severity incident response.
Leads cross-functional resolution efforts with Engineering, Product, and other cross-functional teams.
Drives timely containment and clear executive-level communication during critical events.
Conducts post-incident reviews and implements corrective actions.
Cross-Functional Partnership & Product Feedback Translates support trends into actionable engineering and product insights.
Partners to improve diagnostic tooling, documentation, and product reliability.
Ensures Tier 2 readiness for new feature and hardware launches.
Operational & Performance Excellence Owns Tier 2 performance metrics including MTTR, escalation rates, and defect trends.
Designs scalable workflows for complex technical case management.
Strengthens Tier 1 to Tier 2 handoffs and knowledge transfer processes.
Builds a high-performance culture focused on accountability, quality, and customer impact.