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 Impact

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 at scale.
This 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.

What You’ll Do

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

What You Bring

Strategic & Operational Leadership

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.

Cross-Functional Collaboration

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.

Metrics, Insights & Continuous Improvement

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.

What you bring

Technical and Industry Experience

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: Salesforce.com (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 strongly preferred
Proven success in integrating or scaling support teams post-M&A is strongly preferred.

Change Leadership & Execution

Demonstrated ability to lead teams through organizational change and cultural integration.
Expertise in building structure in ambiguous environments with a clear focus on scalability and sustainability.
Ability to prioritize and manage multiple complex workstreams in a fast-paced, evolving landscape.

Cross-Functional Influence

Skilled at building trust and alignment across Product, Engineering, IT, and Customer-facing teams.
Exceptional communicator who can translate technical and operational challenges into business terms and strategic actions.
Strong executive presence; able to represent support priorities at senior leadership and cross-functional forums.

Team Leadership

Proven people leader with a track record of hiring, developing, and retaining high-performing technical support talent.
Passion for building inclusive, mission-driven teams that put the customer at the center of everything they do.
Able to mentor emerging leaders and foster a culture of accountability, transparency, and continuous improvement.

In order to comply with federal law, your employment is additionally contingent on your ability to lawfully possess, ship, transport, or receive firearms or ammunition under all applicable regulations if required. If it is indicated in your job posting that your role requires CJIS clearance, your employment is also contingent upon your ability to obtain and maintain CJIS security clearance in all applicable jurisdictions for the duration of your employment.

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

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 117,600 in the lowest geographic market and USD 180,160 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.

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 about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.