Axon Enterprise
Manager of Technical Support (Onsite) Fusus Help Desk Atlanta, Georgia, United S
Axon Enterprise, Atlanta, Georgia, United States, 30383
Location: Atlanta, Georgia, United StatesJoin 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.Your Impact
As the Manager of our Fusus by Axon Technical Support team, you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team. 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:
Greater Atlanta Area, Georgia, USAReports to:
Sr. Manager, Customer SupportDirect Reports:
10-15 Technical Support RepresentativesTeam Leadership & Development:
Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, and network environments.Issue Resolution & Escalation:
Oversee timely and effective resolution of complex technical issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).Performance Monitoring & Quality Assurance Auditing:
Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.Coaching & Development:
Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.Customer Satisfaction & Retention:
Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.Reporting & Analytics:
Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.Collaboration with Cross-Functional Teams:
Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.Knowledge Base Management:
Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.SLA Management:
Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.Root Cause Analysis (RCA):
Conduct root cause analysis on significant incidents or recurring issues, delivering comprehensive post-incident reports and recommending preventive measures.What You Bring
Bachelor’s Degree or equivalent work experience5+ years of experience in a customer facing role3+ years of experience of people leadership, preferably in a fast-paced Customer/Technical Support environmentTechnology/SaaS industry experience highly preferredExperience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferredNetworking certifications a plusExperience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management toolsMust pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive informationBenefits that Benefit You
Competitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our officesBenefits listed herein may vary depending on the nature of your employment and the location where you work.Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.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.
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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.Your Impact
As the Manager of our Fusus by Axon Technical Support team, you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team. 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:
Greater Atlanta Area, Georgia, USAReports to:
Sr. Manager, Customer SupportDirect Reports:
10-15 Technical Support RepresentativesTeam Leadership & Development:
Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, and network environments.Issue Resolution & Escalation:
Oversee timely and effective resolution of complex technical issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).Performance Monitoring & Quality Assurance Auditing:
Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.Coaching & Development:
Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.Customer Satisfaction & Retention:
Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.Reporting & Analytics:
Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.Collaboration with Cross-Functional Teams:
Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.Knowledge Base Management:
Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.SLA Management:
Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.Root Cause Analysis (RCA):
Conduct root cause analysis on significant incidents or recurring issues, delivering comprehensive post-incident reports and recommending preventive measures.What You Bring
Bachelor’s Degree or equivalent work experience5+ years of experience in a customer facing role3+ years of experience of people leadership, preferably in a fast-paced Customer/Technical Support environmentTechnology/SaaS industry experience highly preferredExperience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferredNetworking certifications a plusExperience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management toolsMust pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive informationBenefits that Benefit You
Competitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our officesBenefits listed herein may vary depending on the nature of your employment and the location where you work.Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.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.
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