Sr. Manager, Technical Support; Tier 2 Scottsdale, Arizona, Scottsdale, Arizona
Listed on 2026-03-12
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IT/Tech
Systems Engineer, IT Support
Location:
Scottsdale, Arizona, United States
Your Impact
As the Sr. Manager of Tier 2 Technical Support, you will lead and scale a high-performing team of advanced technical engineers and Team Leads responsible for resolving complex, multi-product issues across Axon’s hardware and software ecosystem. You will drive technical excellence and operational rigor, strengthen escalation and incident management practices, and partner closely with Engineering and Product to address systemic issues and improve reliability.
In addition, you will mentor and develop deep technical talent, spearhead process and tooling enhancements, and implement automation and AI-driven solutions that elevate diagnostic capabilities and transform how we support mission-critical customers.
What You’ll Do
1. Advanced Technical Leadership- Leads Tier 2 Engineers, Field Support Engineers, and Team Leads supporting body cameras, TASER devices, , Interview Room, and Fleet solutions.
- Oversees complex, multi-product troubleshooting across hardware, firmware, networking, and cloud systems.
- Establish structured diagnostic and root cause methodologies.
- Ensures strong technical depth and SME development across product lines.
- Owns Tier 2 escalation strategy and high-severity incident response.
- Leads cross-functional resolution efforts with Engineering, Product, and other cross-functional teams.
- Drives timely containment and clear executive-level communication during critical events.
- Conducts post-incident reviews and implements corrective actions.
- Translates support trends into actionable engineering and product insights.
- Partners to improve diagnostic tooling, documentation, and product reliability.
- Ensures Tier 2 readiness for new feature and hardware launches.
- Owns Tier 2 performance metrics including MTTR, escalation rates, and defect trends.
- Designs scalable workflows for complex technical case management.
- Strengthens Tier 1 to Tier 2 handoffs and knowledge transfer processes.
- Builds a high-performance culture focused on accountability, quality, and customer impact.
What You Bring
- Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
- Demonstrates an AI-first approach to solving business problems
- Excellent verbal and written communication skills
- Proficient with Windows operating systems, mobile devices and cloud-based solutions
- Strong comprehension of internet networking & routing, hardware and software troubleshooting
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Preferred Qualifications
- 5-7 years’ leadership experience in an tiered technical support environment
- Bachelor’s degree in a technical field is preferred or equivalent work experience
- Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
- Strong knowledge of routing and switching methodologies, Wi‑Fi, telecommunications, and Internet technologies
- Strong knowledge of virtualization and virtual machines
- Strong knowledge of computer/server hardware, operating systems, and storage devices
- Strong knowledge of redundant storage solutions such as RAID
- Experience using Secure Shell (SSH)
- Experience with SSO identity providers: ADFS, Azure, OKTA
- Strong written and verbal communication skills and executive presence required
Benefits that Benefit You
- 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.
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.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited…
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