Sr. Manager, Technical Support (Tier 2)

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.

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 Axons 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 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.

What Youll Do

1. Advanced Technical Leadership

• Leads Tier 2 Engineers Field Support Engineers and Team Leads supporting body cameras TASER devices 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.

2. 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.

3. 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.

4. 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.

What You Bring

• 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.

Preferred Qualifications

• 5-7 years leadership experience in an tiered technical support environment
• Bachelors 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

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

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.

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.