Senior Manager, Technical Support Engineering

This leader will oversee two advanced support organizations, including a hardware engineering support team responsible for troubleshooting Axon’s connected public safety products. They will develop managers and engineers, set operational goals, manage escalations, and partner with Product, Engineering, Cloud Operations, Customer Success, and other functions to improve reliability and customer outcomes. The position emphasizes automation, AI, observability, dashboards, and root-cause analysis to move support from reactive case handling toward proactive issue detection. It also includes workforce planning, talent development, executive communication, and advocacy for customer-informed product improvements. The role suits an experienced technical support leader who combines strong software and hardware troubleshooting knowledge with analytical, organizational, and cross-functional leadership skills.