Sr. Team Lead, Technical Support (Fusus)

Responsibilities

• 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.

Requirements

• 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
• System Administration certifications
• Benefits that Benefit You
• Competitive salary and 401k with employer match
• Paid time off
• Robust parental leave policy
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• 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 me

Benefits

Additional Information

Join 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. Location: Peachtree Corners, GA, United States (Greater Atlanta Area) - 4 days in-office required Reports to: Sr. Manager, Technical Support Direct Reports: N/A

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