Remote Technical Support Manager Jobs in Phoenix, AZ

Axon Community Connect enables public safety agencies to build voluntary, policy-based partnerships with businesses and community members. Through camera registration and secure camera integration, the program expands investigative reach and real-time situational awareness during critical incidents while maintaining privacy, transparency, and camera-owner control.

As the PSO Program Manager, Community Connect, you will lead the operational health and scalable execution of the Community Connect program across Axon's U.S. customer base and growing international footprint.

You will establish the operating discipline that enables Program Coordinators to deliver consistent agency outcomes. This includes maintaining visibility into program performance, work-order health, delivery dependencies, technical readiness, and customer-impacting risks; strengthening the processes, tools, and playbooks used across the team; and ensuring complex issues receive the appropriate cross-functional attention.

You will serve as a program-level escalation resource, coordinating with Professional Services, Product, Engineering, Support, Sales, and Finance to remove blockers and drive resolution. You will also provide consultative support for hardware deployment readiness, remote hardware configuration and activation, connectivity, and camera integration requirements.

Your work will enable agencies to launch and sustain Community Connect programs that extend operational visibility, strengthen community participation, and scale responsibly without compromising privacy or the customer experience.

Location: Remote - PT or MT Time Zones 
Travel: Approximately 30%
Reports to: Manager, Program Management (Community Connect)

• Partner with PSO leadership to implement scalable workflows, operating rhythms, documentation, and reporting that support consistent program delivery.
• Maintain visibility into overall program performance, project status, delivery milestones, dependencies, and customer-impacting risks.
• Coordinate with Product, Engineering, Support, Sales, Finance, and other internal teams to remove delivery blockers, manage escalations, and improve the customer experience.
• Support work-order management and closure activities, including quality checks, documentation, and internal handoffs.
• Serve as a technical resource for deployment planning, hardware readiness, network connectivity, configuration, and integration requirements.
• Support the deployment of Cores placed in the field by Community Connect team members, including remote configuration, activation, validation, and onsite technical support when needed.
• Troubleshoot hardware, network, connectivity, and video-integration issues; document findings and coordinate escalation with the appropriate technical resources to drive resolution.
• Create and maintain technical readiness guidance, deployment checklists, troubleshooting resources, and escalation paths for common Community Connect deployment scenarios.
• Develop and maintain playbooks, training materials, job aids, and knowledge resources that enable consistent team execution.
• Identify recurring delivery, technical, and process issues; partner with leadership to implement improvements that strengthen program execution at scale.
• Support adoption of new products, internal tools, and program updates by ensuring the team has clear guidance and readiness resources.

• Bachelor's degree in program management, project management, operations, information technology, professional services, or a related field; or equivalent practical experience, including 2+ years supporting customer-facing technical deployments, implementations, or professional-services programs involving remote hardware configuration, activation, troubleshooting, and field deployment coordination.
• Working knowledge of hardware, networking, connectivity, and integration concepts-including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, bandwidth, and basic troubleshooting-and the ability to translate technical findings into clear next steps.
• Experience managing complex, customer-facing work involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations.
• Strong organizational, communication, and problem-solving skills, with the ability to maintain clear documentation, coordinate across teams, and drive issues through resolution.
• Experience developing and improving workflows, playbooks, technical guidance, training materials, and knowledge resources that enable consistent execution.
• Proficiency with CRM, project-management, and workflow tools such as Salesforce, Smartsheet, Jira, or similar platforms, as well as Microsoft Office and Google Workspace.
• Analytical mindset, with the ability to use data and feedback to identify trends, surface risks, and improve operational performance.
• Experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical environment is preferred.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance.
• Ability to handle confidential and highly sensitive information with discretion and sound judgment.

• 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
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

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