Description:
As a Technical Support Team Lead, you will provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution. While not a people manager, this role carries indirect responsibility for performance through workflow coordination, escalation support, mentoring, and best-practice guidance. You will act as a senior technical resource and coach, helping the team resolve complex issues efficiently, improve processes, and meet service-level expectations.
What You’ll Do
- 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.
Preferred Qualifications
- 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