Sr. Team Lead, Technical Support (Fusus)

<div class="content-intro"><h4><strong>Join Axon and be a Force for Good.</strong></h4> <p>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.<br><br>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.</p></div><p><strong>Location:</strong> Peachtree Corners, GA, United States (Greater Atlanta Area) - 4 days in-office required<br><strong>Reports to: </strong>Sr. Manager, Technical Support<br><strong>Direct Reports: </strong>N/A</p> <h3><strong><strong>Your Impact</strong></strong></h3> <p>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.</p> <p><strong>What You’ll Do </strong></p> <ul> <li>Lead, motivate, and help manage a team of support specialists and engineers, ensuring performance standards and customer satisfaction goals are met or exceeded.</li> <li>Become an expert on the Axon Fusus solution that includes all available apps, APIs, and new development roadmap</li> <li>Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools</li> <li>Serve as a role model by handling complex cases, supporting team morale, and driving a customer-first culture.</li> <li>Conduct regular 1:1s for insights into training opportunities and product proficiency.</li> <li>Perform weekly audits of agent-customer interactions to ensure adherence to internal standards and industry best practices.</li> <li>Track QA metrics such as interaction accuracy, empathy, resolution effectiveness, and response time; present findings and improvement plans to leadership.</li> <li>Own the onboarding experience and ongoing education for new and existing agents. Provide structured guidance, shadowing opportunities, and actionable feedback to mentees.</li> <li>Identify training gaps through QA and case analysis; proactively