Sr. Team Lead, Technical Support (Fusus)

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.

Responsibilities

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

Requirements

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.

Nice to have

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

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