Director, Technical Support (Dedrone)
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Job Location:
Sterling, MA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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
We are hiring a Director of Technical Support (Dedrone) to play a pivotal role in scaling and integrating the Dedrone support organization into Axons Global Customer Support framework. Reporting directly to the Senior Director Global Customer Support you will be responsible for building the operational foundation structure and cross-functional partnerships necessary to support our rapidly evolving product portfolio at scale.
This role requires a strong technical support leader with deep operational experience a solid working knowledge of drone/robotics or 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 Youll Do
Location: Sterling VA- candidate must be able to commute at least 4X a week into the Sterling office in Virginia.
Direct Reports: 2-5
In accordance with our updated team guidance some roles at Axon with start dates after October 1st 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
Strategic & Operational Leadership
- Define and execute the support strategy for Dedrones products aligning with Axons GCS best practices and operational cadence.
- Build and scale a high-performing technical support team with clear roles workflows and escalation paths across tiers.
- Design and implement standardized processes and KPIs to ensure consistency in service quality SLA adherence and backlog management.
- Execute a roadmap for systems integration (CRM telephony tooling) in partnership with IT and Ops enabling seamless customer and agent experiences.
- Lead change management efforts to harmonize processes tools and culture between Dedrone and Axon teams.
Cross-Functional Collaboration
- Serve as the primary support liaison with Product Engineering Program Management Customer Success Sales and Enablement teams.
- Ensure support readiness for new products and feature releases through proactive alignment with product roadmaps.
- Collaborate with Engineering to drive root cause analysis and corrective actions for escalated product issues.
- Partner with GCS Enablement to create training programs that develop technical depth and product confidence across the team.
- Work closely with training and other support leaders to ensure documentation is accurate accessible and continuously improved.
Metrics Insights & Continuous Improvement
- Drive a data-informed culture by establishing dashboards analytics and operational reviews that highlight trends risks and areas for improvement.
- Monitor and report on key support metrics such as CSAT FCR AHT backlog aging and escalation volume.
- Identify automation opportunities and process optimizations to reduce manual effort and increase efficiency.
What you bring
Technical and Industry Experience
- 10 years of experience in end-user technical support including at least 6 years in progressive leadership positions in fast-paced tech companies
- Strong understanding of tiered support models SaaS platforms and connected hardware products (IoT robotics drones or similar).
- Knowledge of customer support/contact center best practices including: (omnichannel) CCaaS systems WFM systems Training platforms and Quality Assurance
- Bachelors degree required preferably in a technical field
- Strong Linux and networking knowledge and a familiarity with consumer UAV protocols RF tech and cloud computing strongly preferred
- Proven success in integrating or scaling support teams post-M&A is strongly preferred.
Change Leadership & Execution
- Demonstrated ability to lead teams through organizational change and cultural integration.
- Expertise in building structure in ambiguous environments with a clear focus on scalability and sustainability.
- Ability to prioritize and manage multiple complex workstreams in a fast-paced evolving landscape.
Cross-Functional Influence
- Skilled at building trust and alignment across Product Engineering IT and Customer-facing teams.
- Exceptional communicator who can translate technical and operational challenges into business terms and strategic actions.
- Strong executive presence; able to represent support priorities at senior leadership and cross-functional forums.
Team Leadership
- Proven people leader with a track record of hiring developing and retaining high-performing technical support talent.
- Passion for building inclusive mission-driven teams that put the customer at the center of everything they do.
- Able to mentor emerging leaders and foster a culture of accountability transparency and continuous improvement.
In order to comply with federal law your employment is additionally contingent on your ability to lawfully possess ship transport or receive firearms or ammunition under all applicable regulations if required. If it is indicated in your job posting that your role requires CJIS clearance your employment is also contingent upon your ability to obtain and maintain CJIS security clearance in all applicable jurisdictions for the duration of your employment.
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
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
| The Pay: Axon is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The starting base pay for this role is between USD 117600 in the lowest geographic market and USD 180160 in the highest geographic market. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit 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. We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice. 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: Director |
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
The Axon Network connects people, devices, and apps to protect life in all regards. From our TASER smart weapons, to police body cameras, to our industry-leading cloud-based evidence management software, we are the world’s premier public safety company and are committed to delivering ... View more
