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Senior Team Lead, Technical Support Engineering

2 hours, 13 minutes ago
United States
Full-time
Senior
Technical Lead
Software Development
Azure JIRA JSON Salesforce
Apply Now
Axon

Axon

Axon, formerly TASER International, is a global leader in public safety technology. From smart weapons to body cameras and evidence management software, Axon provides safe and secure solutions for law enforcement, militaries, and citizens. With a missi...

Professional Services
1K-5K
Founded 1993
View All Jobs 139

Description

  • Lead day-to-day technical support execution to ensure consistent, high-quality customer outcomes.
  • Manage your own workload while mentoring peers and modeling best practices in technical support, communication, and ownership.
  • Serve as a senior technical resource for complex customer cases and determine when to escalate issues to Engineering, Product, or Support Leadership.
  • Review case work, identify trends and training gaps, and partner with leaders on coaching and support quality improvements.
  • Support onboarding and interview activities to help assess and develop technical aptitude and support readiness.
  • Partner with Support, Product, Engineering, and subject-matter experts to improve handoffs, documentation, root-cause visibility, and customer outcomes.
  • Maintain and improve SOPs, troubleshooting guides, knowledge articles, macros, playbooks, and other support documentation.
  • Recommend and help implement process improvements, automation opportunities, routing enhancements, reporting updates, and workflow changes.
  • Promote a customer-first culture centered on professionalism, urgency, accountability, and clear communication.
  • Provide input to support team performance, training, and continuous improvement initiatives.

Requirements

  • Strong technical troubleshooting skills across software, hardware, networking, cloud-based systems, integrations, or related support domains.
  • Ability to guide peers through complex customer issues with composure, clarity, urgency, and sound judgment.
  • Strong organizational skills with the ability to balance escalations, operational needs, stakeholder expectations, and individual contributor responsibilities.
  • Self-driven and able to work independently while partnering effectively across teams and functions.
  • Excellent verbal and written communication skills, including the ability to tailor technical explanations to different audiences.
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information.
  • Bachelor’s degree or working toward a college degree in a technical discipline, preferred.
  • 2-3 years of leadership experience in a tiered technical support environment, preferred.
  • Experience with security camera systems, VMS, DVR, and NVR solutions is strongly preferred.
  • Certifications such as Network+, Security+, or Linux+ are preferred.
  • Experience with Axon applications such as Salesforce, MS 365, JIRA, or Vonage is preferred.
  • 5 years of experience troubleshooting network issues in a hardware/software environment, preferred.
  • Experience in technical support roles related to public safety and government is preferred.
  • Coding experience, particularly with JSON, is preferred.
  • Experience with API troubleshooting and documentation is preferred.
  • Demonstrated knowledge of technical and systems-level solutions for enterprise software is preferred.
  • Experience with the Azure cloud ecosystem, including Azure certifications, Azure Databricks, Azure Data Factory, or Azure AppInsights, is preferred.
  • Some roles may also require legal eligibility to work in a firearms environment.

Benefits

  • Competitive salary and 401(k) with employer match.
  • Paid time off.
  • Robust parental leave policy.
  • Medical, dental, and vision plans.
  • Fitness programs.
  • Emotional and mental wellness support.
  • Learning and development programs.
  • Office snacks.

Interested in this position?

Apply directly on the company website

Apply Now

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