Axon
SeniorTeamLead,TechnicalSupportEngineering
“Senior Team Lead, Technical Support Engineering at Axon. Skills: technical troubleshooting, leadership, mentoring, escalation coordination, support quality improvement, customer outcomes. Serve as a high-performing individual contributor and day-to-day operational leader within Global Services & Support. Guide Technical Support execution”
What You'll Achieve.
Support execution is more consistent, visible, and aligned across the team; Support specialists receive timely guidance, coaching, and escalation support without confusion around ownership; Customer issues are resolved with greater quality, urgency, and professionalism; Ticket hygiene, documentation quality, handoffs, and escalation readiness improve over time; Training gaps and recurring issue trends are identified earlier and translated into practical improvements; Consistently engaged with Manager on insights into operational health, team needs, and customer-impacting risks; The Team Lead is recognized as a role model, trusted peer mentor, and Axon ambassador who sets the bar for performance and ownership
Industry & Context.
solving complex problems; technical troubleshooting skills across software, hardware, networking, cloud-based systems, integrations, or other relevant support domains; Serve as a senior technical resource for complex cases, guiding next steps and determining when escalation to Engineering, Product, Support Leadership, or other partners is required; identifying trends and training gaps
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information, legal eligibility to work in a firearms environment
What They're Looking For.
Must Have
technical troubleshooting skills across software, hardware, networking, cloud-based systems, integrations, or other relevant support domains, Ability to guide peers through complex customer issues with composure, clarity, urgency, and sound judgment, 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 varied audiences, Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information
Nice to Have
Bachelor’s Degree or working toward a college degree in a technical discipline, 2-3 years’ leadership experience in a tiered technical support environment, Experience with security camera systems, VMS, DVR, and NVR solutions is strongly preferred, Certifications such as Network+, Security+, Linux+, Experience in Axon applications (Salesforce, MS 365, JIRA, Vonage), 5 years’ experience troubleshooting network issues in a hardware/software environment, Preference will be given to those with technical support roles related to public safety and government, Coding experience, particularly JSON, Experience with API troubleshooting, and documentation, Demonstrated knowledge of technical and systems-level solutions for enterprise software, Experience with the Azure Cloud Ecosystem, Azure Cloud certifications, Azure Databricks and/or Azure Data Factory and Azure AppInsights
What You'll Do.
Serve as a high-performing individual contributor and day-to-day operational leader within Global Services & Support
Guide Technical Support execution
Coordinate escalations
Improve support quality
Ensure consistent customer outcomes across your assigned product area
Lead day-to-day Support execution
ensuring the team has the guidance
and alignment needed to deliver high-quality customer outcomes
Operate as a player/coach by managing your own workload
and modeling technical
and ownership best practices
Serve as a senior technical resource for complex cases
guiding next steps and determining when escalation to Engineering
or other partners is required
Improve team quality and readiness by reviewing case work
identifying trends and training gaps
and partnering with leaders on coaching
workflow improvements
and customer-impacting risks
Support team growth through onboarding and interviews
helping assess and develop technical aptitude
and support readiness
and subject-matter experts to improve handoffs
root-cause visibility
and customer outcomes
Maintain and improve SOPs
troubleshooting guides
internal knowledge articles
Recommend and help implement process improvements
automation opportunities
and workflow changes that increase efficiency and consistency
Promote a customer-first
ownership-driven culture by setting the bar for professionalism
and clear communication
How You'll Work.
Team & Collaboration
partnering effectively across teams and functions; Partner with Support, Product, Engineering, and subject-matter experts to improve handoffs, documentation, root-cause visibility, and customer outcomes; Consistently engaged with Manager on insights into operational health, team needs, and customer-impacting risks
Communication Scope
Excellent verbal and written communication skills, including the ability to tailor technical explanations to varied audiences; clear communication
Process & Methodology
organizational skills with the ability to balance escalations, operational needs, stakeholder expectations, and individual contributor responsibilities
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