Sr. Team Lead, Technical Support (Fusus)
Core
Provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution for Axon's Fusus solution.
Role type
Senior IC Technical Support Team Lead
Builds
Axon Fusus solution (apps, APIs, video management systems)
Domain
Public safety technology / Video Management Systems (VMS)
Deliverable
client delivery
Required skills
Technical leadership, complex troubleshooting, workflow coordination, mentoring, process improvement, QA metrics analysis, onboarding, stakeholder management
Preferred skills
Leadership in tiered technical support, VMS/DVR/NVR experience, Network+/Security+/Linux+ certifications, Salesforce/MS Dynamics/JIRA/Vonage CCaaS proficiency, 5+ years network troubleshooting, public safety/government domain experience
Technologies
Axon Fusus, Video Management Systems (VMS), IP Cameras, Linux networking tools, Windows, Salesforce, MS Dynamics, JIRA, Vonage CCaaS
Responsibilities
Lead and motivate a team of support specialists to meet performance standards; handle complex escalated cases; conduct QA audits and track metrics; manage onboarding and training; analyze ticket data to propose process improvements; collaborate with Knowledge Management to update documentation.
Seniority
Senior, hands-on IC with indirect team leadership
