Senior Support Operations Specialist

 

Your Impact

As a Senior Support Operations Specialist focused on Software Provisioning, you will play a critical role in ensuring accurate and timely software provisioning, licensing, and entitlement management for our customers. You will own end-to-end execution of provisioning workflows and serve as a subject matter expert for licensing and entitlement operations across Axon's software ecosystem.
This role sits at the intersection of Support, Sales, Customer Success, and Engineering, ensuring customers receive seamless access to the software and features they’ve purchased. You will also drive process improvements, automation, and standardization across provisioning and licensing workflows.
You will thrive in a fast-paced environment that values ownership, precision, and continuous improvement.

What You’ll Do
Location: Axon Hub - Scottsdale, AZ, Seattle, WA, Atlanta, GA, or Boston, MA
Reports to: Sr. Director, Global Services and Support Operations

Software Provisioning & License Management

• Execute end-to-end provisioning of software, including license activation, entitlement configuration, and feature enablement across the relevant provisioning and admin systems
• Ensure accuracy and completeness of all provisioning requests across systems
• Manage and prioritize provisioning queues to meet SLAs and customer expectations
• Troubleshoot and resolve provisioning and licensing issues in partnership with internal teams

Cross-Functional Collaboration

• Partner closely with Sales, Customer Success, Support, and Finance to ensure accurate order fulfillment and entitlement setup
• Act as a key point of contact for provisioning-related inquiries and escalations
• Validate work order details and resolve discrepancies impacting customer access or licensing

Operational Excellence & Process Improvement

• Identify inefficiencies in provisioning and licensing workflows and drive improvements
• Contribute to the development and standardization of licensing and entitlement processes across Axon's product portfolio (including consistent handoffs between order-to-cash, provisioning, and support)
• Support automation initiatives to reduce manual effort and improve accuracy
• Document processes, SOPs, and best practices

Tracking, Reporting & Insights

• Maintain visibility into provisioning requests, backlog, and completion metrics
• Monitor SLAs and proactively address bottlenecks
• Analyze trends in provisioning errors or delays and recommend corrective actions
• Serve as a go-to expert for licensing models, entitlement structures, and provisioning systems relevant to the role

What You Bring

• 4+ years of experience in support operations, provisioning, licensing, or order management
• Strong understanding of SaaS licensing models, entitlements, and software delivery workflows
• Experience working in queue-based or ticket-driven environments with SLA accountability
• Proven ability to troubleshoot operational issues and drive resolution across teams
• Strong attention to detail with a focus on accuracy and quality
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred:

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