Axon · 3 hours ago
Manager of Technical Support (Fusus)
Atlanta, Georgia, United States
Full-time
Hybrid
Mid, Senior Level
5+ years expAxon is dedicated to protecting life through innovative technology and software solutions. As the Manager of the Fusus Technical Support team, you will lead a group of technical support representatives, ensuring exceptional customer service and the effective resolution of complex technical issues.
ElectronicsGovTechHardwareSoftware
Responsibilities
Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, networking, and Linux environments
Oversee timely and effective resolution of complex technical and network-related issues, ensuring escalation procedures are followed to meet service level agreements (SLAs)
Guide the team in diagnosing and troubleshooting complex networking issues, including firewalls, load balancers, IDS, routers, switches, VLANs, and protocols (e.g., BGP)
Partner with Engineering and IT to ensure network stability, security, and optimal performance across customer deployments
Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement
Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies
Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders
Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty
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
Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings
Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders
Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service
Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures
Qualification
Required
Bachelor's Degree or equivalent work experience
5+ years of experience in a customer-facing role
3+ years of people leadership experience, preferably in a fast-paced Customer/Technical Support environment
Strong experience with network elements, protocols, services, and transport layers; firewalls, load balancers, IDS, routers, switches, VLANs, and internet working protocols (BGP)
Hands-on experience with Linux systems administration and troubleshooting
Proven ability to lead teams through change management initiatives and organizational transitions
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
Preferred
Technology/SaaS industry experience highly preferred
Networking certifications a plus
Experience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management tools
Benefits
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
Company
Axon
Axon provides electronic control devices to law enforcement and corrections agencies.
1001-5000 employees
H1B Sponsorship
Axon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-03-05Post Ipo Debt· $1.75B
2018-08-07Post Ipo Equity· $246M
2001-06-07IPO
Leadership Team
Jay Reitz
SVP Software Engineering
Anthony Baldoni
VP Strategic Initiatives
Recent News
2025-12-29
2025-12-08
Company data provided by crunchbase