Sr. Team Lead, Technical Support; Fusus

Location:

Atlanta, Georgia, United States

As a Technical Support Team Lead, you will provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution. While not a people manager, this role carries indirect responsibility for performance through workflow coordination, escalation support, mentoring, and best‑practice guidance. You will act as a senior technical resource and coach, helping the team resolve complex issues efficiently, improve processes, and meet service‑level expectations.

What You’ll Do

• Lead, motivate, and help manage a team of support specialists and engineers, ensuring performance standards and customer satisfaction goals are met or exceeded.
• Become an expert on the Axon Fusus solution that includes all available apps, APIs, and new development roadmap
• Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools
• Serve as a role model by handling complex cases, supporting team morale, and driving a customer‑first culture.
• Conduct regular 1:1s for insights into training opportunities and product proficiency.
• Perform weekly audits of agent‑customer interactions to ensure adherence to internal standards and industry best practices.
• Track QA metrics such as interaction accuracy, empathy, resolution effectiveness, and response time; present findings and improvement plans to leadership.
• Own the onboarding experience and ongoing education for new and existing agents. Provide structured guidance, shadowing opportunities, and actionable feedback to mentees.
• Identify training gaps through QA and case analysis; proactively address them via just‑in‑time learning or structured refreshers.
• Hold regular office hours for case reviews and questions from the team to help close the gaps in training.
• Serve as the point of contact for escalated cases
• Lead team meetings to review trends, root causes, and resolution paths for high‑impact cases.
• Mentor agents on escalation handling through live case reviews, simulated escalations, and postmortems.
• Collaborate with the Knowledge Management team to keep SOPs, internal tools, and customer‑facing documentation accurate and relevant.
• Analyze ticket data and QA feedback to identify inefficiencies or recurring issues and propose automation or process improvements.

What You Bring

• Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
• Excellent verbal and written communication skills
• Proficient with Windows operating systems, mobile devices and cloud‑based solutions
• Strong comprehension of internet networking and routing
• Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Ability to manage competing priorities and adapt to changing environments
• Self‑driven, able to take ownership, work independently and manage key stakeholder needs
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

• 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 Dynamics, JIRA, Vonage CCaaS
• 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

• Competitive salary and 401k with employer match
• Paid time off
• Robust parental leave policy
• Fitness Programs
• Emotional & Mental Wellness support
• 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

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