Manager, Technical Support - Dedrone by Axon

Join Axon and be a Force for Good

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s 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, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re 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 recruitingops@axon.com.

Your Impact 

As a Manager, Customer Support for our DeDrone business unit, you will help drive key strategic decisions to improve the 24 x 7 technical support experience. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills.What

You’ll Do 

Location: Location: Sterling, VA or greater Washington, DC area
Reports to: Director, Customer Support
Direct Reports: 5-10 Support Engineers

• Assist in developing procedures and policies aimed at improving the handling of customer correspondence and complaints, in collaboration with the direct management.
• Support the monitoring of business and process metrics to assess and enhance the effectiveness of technical support and customer service efforts.
• Analyze top issues and trends from Salesforce, Zendesk, JIRA, and other systems, identifying areas for improvement and opportunities for targeted training initiatives.
• Collaborate with the Director of Support to oversee and maintain the performance of the Dedrone by Axon Support team across multiple cities and countries.
• Maintain a thorough understanding of Dedrone by Axon’s products, systems, and processes, ensuring alignment with team activities.
• Coordinate with internal teams to schedule meetings focused on resolving technical failures and addressing customer concerns.
• Collaborate with the team to identify new tools and technologies that can enhance customer service and improve overall customer experience.
• Assist in conducting monthly and quarterly reviews of key metrics and customer-focused OKRs, identifying opportunities for improvement and alignment with business goals.
• Daily issue triage and escalation handling
• Oversee RMAs in collaboration with the Operations team, ensuring smooth processes and timely resolutions
• Provide leadership and guidance in managing, monitoring, measuring and improving Customer Support experience
• Regular meetings with direct management to ensure alignment of goals and progress.
• Conduct regular 1:1 meeting with team members, providing guidance and support for their professional development.

What You Bring

• Bachelor’s Degree or equivalent work experience
• 5+ years of experience in a customer facing role
• 3+ years of experience of managing customer support teams or relevant Axon Customer Support experience
• 2+ years of experience working with incident ticketing / tracking systems
• Experience with the software / connected device industry
• Excellent communication and negotiation skills, with the ability to provide advice to non-technical aware customers
• Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Basic knowledge and understanding of cloud computing solutions, network elements, and Linux as OS
• Experience with RF technology and knowledge about UAV protocols and drone standards are a plus

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• 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