This role sits at the intersection of Support, Sales, Customer Success, and Engineering, ensuring customers receive seamless access to the software and features they've purchased. You will also drive process improvements, automation, and standardization across provisioning and licensing workflows.
You will thrive in a fast-paced environment that values ownership, precision, and continuous improvement.
Location: Axon Hub - Scottsdale, AZ, Seattle, WA, Atlanta, GA, or Boston, MA
Reports to: Sr. Director, Global Services and Support Operations
Software Provisioning & License Management
Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
Ensure accuracy and completeness of all provisioning requests across systems
Manage and prioritize provisioning queues to meet SLAs and customer expectations
Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams
Cross-Functional Collaboration
Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
Act as a key point of contact for provisioning-related inquiries and escalations
Validate work order details and resolve discrepancies impacting customer access or licensing
Operational Excellence & Process Improvement
Identify inefficiencies in provisioning and licensing workflows and drive improvements
Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
Support automation initiatives to reduce manual effort and improve accuracy
Document processes, SOPs, and best practices
Tracking, Reporting & Insights
Maintain visibility into provisioning requests, backlog, and completion metrics
Monitor SLAs and proactively address bottlenecks
Analyze trends in provisioning errors or delays and recommend corrective actions
Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role
What You Bring
4+ years of experience in support operations, provisioning, licensing, or order management
Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
Experience working in queue-based or ticket-driven environments with SLA accountability
Proven ability to troubleshoot operational issues and drive resolution across teams
Strong attention to detail with a focus on accuracy and quality
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Preferred:
Experience in SaaS, IoT, or security technology environments
Experience with licensing automation or provisioning tools
Familiarity with Axon's software ecosystem (e.g., cloud evidence and related platforms) or comparable SaaS provisioning environments
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
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
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.
Axon · Seattle, WA