Director, Technical Support

Responsibilities

• Location: Bucharest, Romania
• Direct Reports: 15
• In accordance with our updated team guidance, some roles at Axon 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
• Global Support Leadership
• Lead international Tier 1 and Tier 2 Technical Support teams supporting Axon body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
• Establish and scale a follow-the-sun support model to ensure seamless global coverage and case handoffs across regions.
• Build and develop Axon's Bucharest Support Center of Excellence , establishing operational rigor, strong leadership, and scalable team structures.
• Coach and develop frontline employees while driving a high-performance, customer-first culture.
• Operational Excellence & Tier 1 Management
• Drive Tier 1 operational performance including WFM, QA programs, scheduling, and real-time adherence .
• Own core support KPIs including CSAT, SLA adherence, backlog health, escalation rates, and first contact resolution .
• Implement structured operational cadences, reporting, and continuous improvement programs.
• Strengthen Tier 1 → Tier 2 escalation workflows and knowledge transfer.
• Technical Support & Escalation Leadership
• Provide leadership oversight for Tier 2 troubleshooting across hardware, firmware, networking, mobile, and cloud systems .
• Own escalation management and high-severity incident coordination across Support, Engineering, and Product teams.
• Drive root cause analysis and systemic improvements that improve product reliability and customer experience.
• Ensure strong technical depth and subject matter expertise across Axon product lines.
• AI, Automation & Support Innovation
• Champion an AI-first approach to support operations through automation, LLM-enabled workflows, and intelligent tooling.
• Identify opportunities to improve agent productivity, troubleshooting workflows, and customer self-service capabilities.
• Partner with Product, Engineering, and internal AI teams to modernize support systems and processes.
• Cross-Functional Partnership
• Serve as a key support leader partnering with Product, Engineering, Customer Success, and Sales .
• Translate support insights into actionable product feedback and operational improvements.
• Ensure support readiness for new product launches, firmware updates, and platform releases.
• What You Bring
• Embodies an #OWNIT mindset when it comes to solving customer problems and leading high-performing teams.
• Demonstrates an AI-first approach to improving support operations and workflows.
• Excellent verbal and written communication skills with strong executive presence.
• Strong knowledge of hardware, networking, mobile devices, and cloud-based platforms .
• Deep understanding of tiered technical support models and contact center operations .
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Requirements

• 10+ years of experience in technical support or customer operations with 5+ years leading tiered support organizations .
• Experience managing global or international support teams , ideally operating within a follow-the-sun model.
• Experience supporting IoT or connected hardware ecosystems combining devices, networking, and cloud platforms.
• Strong familiarity with CRM systems (Salesforce preferred), CCaaS platforms, WFM tools, and QA programs .
• Experience p

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at axon? Share your experience