Director, Technical Support; Dedrone Sterling Sterling

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We are hiring a Director of Technical Support (Dedrone) to play a pivotal role in scaling and integrating the Dedrone support organization into Axon’s Global Customer Support framework. Reporting directly to the Senior Director, Global Customer Support
, you will be responsible for building the operational foundation, structure, and cross-functional partnerships necessary to support our rapidly evolving product portfolio s role requires a strong technical support leader with deep operational experience, a solid working knowledge of drone/robotics or connected device products, a track record of building and transforming teams, and the ability to lead through change. You will shape and implement scalable support processes, drive post-acquisition alignment, and partner closely with Product, Engineering, Sales, Customer Success, and IT to deliver a unified, world‑class customer experience.

Location: Sterling, VA

Direct Reports: 2-5

In accordance with our updated team guidance, some roles at Axon with start dates after October 1st will now have an in‑office expectation of four days per week (Tuesday‑Friday), unless there is an approved accommodation.

Reports to: Sr. Director, Global Support

• Define and execute the support strategy for Dedrone’s products, aligning with Axon’s GCS best practices and operational cadence.
• Build and scale a high‑performing technical support team with clear roles, workflows, and escalation paths across tiers.
• Design and implement standardized processes and KPIs to ensure consistency in service quality, SLA adherence, and backlog management.
• Execute a roadmap for systems integration (CRM, telephony, tooling) in partnership with IT and Ops, enabling seamless customer and agent experiences.
• Lead change management efforts to harmonize processes, tools, and culture between Dedrone and Axon teams.

• Serve as the primary support liaison with Product, Engineering, Program Management, Customer Success, Sales, and Enablement teams.
• Ensure support readiness for new products and feature releases through proactive alignment with product roadmaps.
• Collaborate with Engineering to drive root cause analysis and corrective actions for escalated product issues.
• Partner with GCS Enablement to create training programs that develop technical depth and product confidence across the team.
• Work closely with training and other support leaders to ensure documentation is accurate, accessible, and continuously improved.

• Drive a data‑informed culture by establishing dashboards, analytics, and operational reviews that highlight trends, risks, and areas for improvement.
• Monitor and report on key support metrics such as CSAT, FCR, AHT, backlog aging, and escalation volume.
• Identify automation opportunities and process optimizations to reduce manual effort and increase efficiency.

• 10+ years of experience in end‑user technical support, including at least 6+ years in progressive leadership positions in fast‑paced tech companies
• Strong understanding of tiered support models, SaaS platforms, and connected hardware products (IoT, robotics, drones, or similar).
• Knowledge of customer support/contact center best practices, including:  (omnichannel), CCaaS systems, WFM systems, Training platforms, and Quality Assurance
• Bachelor’s degree required, preferably in a technical field
• Strong Linux and networking knowledge and a familiarity with consumer UAV protocols, RF tech, and cloud computing…