Axon is seeking a Senior Manager of Technical Support Engineering in Scottsdale, Arizona on-site to lead two Tier 2 and Tier 3 Technical Support Engineering teams and a Tier 3 Hardware Engineering Support group. The role is responsible for resolving complex software, databases, APIs, integrations, cloud services, and hardware issues across Axon’s ecosystem, including body-worn cameras, TASER devices, Fleet, Interview Room, and Evidence.com. You will drive technical leadership, operational excellence, and an AI-first approach to proactive monitoring, tooling, and automation, partnering with Product, Engineering, Cloud Operations, Customer Success, and Professional Services to improve product quality and the customer experience. Key responsibilities include leading and developing teams, serving as the escalation point for the most complex customer issues, managing KPIs (backlog health, SLA attainment, CSAT, escalation aging, and engineering effectiveness), building dashboards and reports, performing root cause analysis, and driving continuous process improvements. You will champion AI-driven support by leveraging LLMs and automation, and you will lead initiatives for proactive monitoring, innovative tooling, and improved troubleshooting efficiency. You will influence product roadmap priorities through customer feedback and data analysis, and you will communicate effectively with executives, engineers, and customers. You will oversee workforce planning, capacity forecasting, and resource allocation across multiple technical teams. Qualifications include 7+ years leading techni

Axon is seeking a Senior Manager of Technical Support Engineering in Scottsdale, Arizona on-site to lead two Tier 2 and Tier 3 Technical Support Engineering teams and a Tier 3 Hardware Engineering Support group. The role is responsible for resolving complex software, databases, APIs, integrations, cloud services, and hardware issues across Axon’s ecosystem, including body-worn cameras, TASER devices, Fleet, Interview Room, and Evidence.com. You will drive technical leadership, operational excellence, and an AI-first approach to proactive monitoring, tooling, and automation, partnering with Product, Engineering, Cloud Operations, Customer Success, and Professional Services to improve product quality and the customer experience. Key responsibilities include leading and developing teams, serving as the escalation point for the most complex customer issues, managing KPIs (backlog health, SLA attainment, CSAT, escalation aging, and engineering effectiveness), building dashboards and reports, performing root cause analysis, and driving continuous process improvements. You will champion AI-driven support by leveraging LLMs and automation, and you will lead initiatives for proactive monitoring, innovative tooling, and improved troubleshooting efficiency. You will influence product roadmap priorities through customer feedback and data analysis, and you will communicate effectively with executives, engineers, and customers. You will oversee workforce planning, capacity forecasting, and resource allocation across multiple technical teams. Qualifications include 7+ years leading techni