Manager of Technical Support (Fusus)
Manager of Technical Support (Fusus)
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1 Vacancy
Job Description
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll 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 the Manager of our Fusus by Axon Technical Support team you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team.
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 youll use your passion technical experience and strong problem-solving skills.
What Youll Do
Location: Onsite at our Peachtree Corners Office in Atlanta GA
Reports to: Sr. Manager Customer Support
Direct Reports: 10-15 Technical Support Representatives
What Youll Do
- Lead and manage a team of technical support representatives to provide exceptional customer support across hardware software networking and Linux environments.
- Oversee timely and effective resolution of complex technical and network-related issues ensuring escalation procedures are followed to meet service level agreements (SLAs).
- Guide the team in diagnosing and troubleshooting complex networking issues including firewalls load balancers IDS routers switches VLANs and protocols (e.g. BGP).
- Partner with Engineering and IT to ensure network stability security and optimal performance across customer deployments.
- Monitor support calls and tickets in real-time ensuring adherence to quality assurance (QA) processes and proactively identifying areas for improvement.
- Provide regular coaching feedback and training sessions to support team members ensuring they meet performance objectives and stay updated with the latest technologies.
- Lead the team through organizational initiatives and departmental change ensuring smooth adoption communication and alignment across stakeholders.
- Track and manage customer satisfaction metrics (CSAT NPS) through surveys and interactions actively implementing strategies to improve retention and loyalty.
- Generate and analyze reports on support metrics including call resolution times ticket backlog and customer satisfaction using tools like . Present insights to senior leadership.
- Work closely with engineering product development and sales teams to relay customer feedback resolve recurring issues and enhance product offerings.
- Ensure that support documentation is up-to-date comprehensive and accessible creating and maintaining a knowledge base for internal and external stakeholders.
- Ensure that all team members are meeting or exceeding the required SLAs prioritizing cases appropriately to maintain high standards of customer service.
- Conduct root cause analysis on significant incidents or recurring issues including networking-related outages delivering comprehensive post-incident reports and recommending preventive measures.
What You Bring
- Bachelors Degree or equivalent work experience
- 5 years of experience in a customer-facing role
- 3 years of people leadership experience preferably in a fast-paced Customer/Technical Support environment
- Technology/SaaS industry experience highly preferred
- Strong experience with network elements protocols services and transport layers; firewalls load balancers IDS routers switches VLANs and internet working protocols (BGP)
- Hands-on experience with Linux systems administration and troubleshooting
- Networking certifications a plus
- Experience with call center technology including ACD CRM workforce management agent productivity tools and quality management tools
- Proven ability to lead teams through change management initiatives and organizational transitions
- 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
Benefits listed herein may vary depending on the nature of your employment and the location where you work
Dont meet every single requirement Thats 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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.
Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons 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. Were 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Required Experience:
Manager
Employment Type
Full Time
