Director of Customer Support

Canopy, South Jordan, UT

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

We are seeking an experienced Director of Customer Support to lead and grow our Technical Support Specialists and Tier I and Tier II support teams. As a growing organization, we need someone with experience in scaling customer support operations in a dynamic software environment. You'll be responsible for driving excellent customer experiences, ensuring our support teams deliver timely and effective solutions, and continuously improving processes to support our expanding customer base.

This is a hybrid position based in South Jordan, Utah (M, W, F in-office).

What You’ll Do:

• Lead, mentor, and manage a team of Tier I and Tier II support agents, ensuring they deliver high-quality customer service across multiple channels (email, chat, phone).
• Develop and implement scalable processes and best practices to improve team efficiency and customer satisfaction.
• Identify and implement opportunities to leverage AI for process enhancement.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and report on these metrics regularly.
• Collaborate with other departments (Product, Engineering, Sales) to ensure the support team is equipped with the necessary knowledge and tools.
• Manage escalation processes to ensure timely resolution of complex or high-priority issues.
• Identify trends in support cases to proactively address common customer challenges and suggest product improvements.
• Maintain and enhance customer support platforms and tools, ensuring they are optimized for a growing team.
• Ensure proper documentation of support workflows, troubleshooting guides, and internal processes.
• Oversee training and development programs for the support team to continuously improve their technical knowledge and customer service skills.
• Advocate for customer needs within the organization and help align support efforts with broader company goals.

What We’re Looking For:

• 6+ years of experience managing customer support teams, ideally in a SaaS or software-focused environment.
• Proven track record of scaling support teams and improving operational efficiencies in a fast-paced, high-growth setting.
• Experience with AI tools to better Customer Support.
• Strong leadership and coaching skills, with the ability to foster a collaborative, results-driven team culture.
• Experience working with customer support platforms
• Excellent problem-solving and analytical skills, with the ability to derive insights from data and apply them to improve support performance.
• Strong communication skills, both verbal and written, with the ability to interact effectively across teams and with customers.
• Ability to adapt and thrive in a constantly evolving software environment.
• Bachelor’s degree in a related field preferred.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Why You Want to Work Here:

🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 DEIB Committee - to plan initiatives around continuing education, community  outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values:

We approach our work every day with a few things in mind:

🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - we win by delighting our customers with the very best products and services.

👍 Do Good - we work hard to be good people!

💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know application processes can be a little stressful. Here’s are the stages of a typical interview process:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

Senior Full Stack Engineer

Canopy, South Jordan, UT

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, powerful software for accounting firms. We're on a mission to help accountants build an autonomous firm — giving them back the time and tools they need to focus on what matters most: their clients.

We believe the accounting industry deserves world-class software, and we're building exactly that. Our Practice Management Suite is purpose-built for firms that want to work smarter, grow faster, and deliver more value to the people they serve. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Click here to see why our clients (and investors) love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

Canopy is a fast-growing SaaS startup in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

We're hiring a Senior Full Stack Engineer to help make our world-class practice management platform for accounting professionals even better. You'll work on a highly collaborative squad alongside other engineers, a product manager, UX designer, and QA engineer, with the autonomy to research, hypothesize, build, test, and iterate on the best solutions for our customers. Our microservices backend and micro-frontend architecture support independent deployments, letting our teams ship to production multiple times a day. If you want to have a meaningful impact at a company that means "agile" when we say it, we'd love to hear from you.

What You’ll Do

• Partner with your PM, UX designer, fellow engineers, QA, and customers to define and validate new features end-to-end
• Build user-facing experiences in JavaScript/TypeScript and React that delight our customers
• Design and implement REST API endpoints and microservices using Python with FastAPI or Java with Vert.x, backed by PostgreSQL
• Write unit tests, participate in code reviews, and help maintain quality across the codebase
• Own builds and deployments to staging and production using Docker, GitLab, and Kubernetes
• Identify, prioritize, and resolve bugs and technical debt across the stack
• Share what you learn through mentoring, trainings, and interviewing future teammates
• Contribute to effective AI driven engineering tooling that improves quality and efficiency for every engineer

What We’re Looking For

• 5+ years of professional software development experience, with meaningful exposure to both frontend and backend work (we don't expect equal depth in both)
• Strong proficiency in JavaScript, with experience in React or a similar modern framework
• Strong proficiency in at least one of the following backend languages (Python, Java, or Kotlin) and comfort with SQL and RESTful API design
• Familiarity with modern tooling: TypeScript, Git, and testing frameworks for both front end and back end code
• Hands-on experience with AI coding assistants like Claude Code or Cursor, an eagerness to adopt the latest advancements and best practices, and the judgment to steer AI toward high-quality code you fully understand and can stand behind
• Bachelor's degree in Computer Science or a related field, or equivalent practical experience
• Strong communication skills and the ability to collaborate well with both technical and non-technical teammates
• A passion for building scalable solutions that have real customer impact

Bonus Points 

• Proficiency with microservices architecture or micro-frontend infrastructure
• Experience with observability tooling (logging, metrics, tracing)
• Hands-on experience building features that integrate LLMs or AI capabilities into a product

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Why You Want to Work Here

🌴 Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. 

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values

We approach our work every day with a few things in mind:

🔑 Own - We own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - We win by delighting our customers with the very best products and services.

👍 Do Good - We work hard to be good people!

💡 Embrace Curiosity & Candor - We approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

🚀 Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

To learn more about us & our values, click here.

Interviewing @ Canopy

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.

Who We Are:

Ivanti manages, automates, and protects data and technology to empower continuous innovation. Ivanti Neurons, our AI-powered platform for IT and Security teams, empowers IT and Security to work in lockstep. Headquartered in the U.S. with a truly global footprint, Ivanti serves 34,000 customers in 149 countries, delivering mission-critical IT security, asset, and service management capabilities.

Our award-winning software suite includes:

• Ivanti Neurons Platform
• Enterprise Service Management
• Endpoint Management and Security
• Exposure Management
• Network Security
• Robust native integrations and APIs

Learn more at www.ivanti.com and follow us on social media @GoIvanti. 

Our Culture 

At Ivanti, our culture is shaped by the values that inspire and guide us every day. We believe that the way we work—together, passionately, and authentically—is just as important as the results we deliver. Our core values foster collaboration, keep customers at our core, raise the bar for performance, and hold us accountable to the highest standards. Here’s what drives us:

Win Together: Open collaboration is the foundation for our success. Transparent communication, mutual trust, and strong alignment help us win as a unified team.

Customers at our Core: IT & Security teams are at the center of our customers’ innovation. We understand, value, prioritize, and obsess over our customers’ needs, to deliver the technology and services that move their businesses forward.

Achieve and Exceed: Performance drives us. We relentlessly pursue our goals, always striving to set new benchmarks of success on behalf of our customers, employees, partners, and investors.

Own It: Debate, decide, commit. We take responsibility for our actions and decisions—demonstrating commitment, integrity, high standards, and a drive for excellence in everything we do.

Why We Need You!

 Ivanti is currently seeking an enthusiastic hardworking Senior Software Engineer to develop computer management capabilities for IT departments throughout the world.  This person will be a cross-functional member working from the South Jordan, Utah Office. This individual should be able to collaborate well with others inside and outside of the team to build industry leading systems management software solutions.

About The Team

Ivanti Engineering is a driving force behind transforming market challenges into innovative ideas and successful solutions that resonate with customers and achieve business objectives. By combining market insights, strategic planning, and cross-functional collaboration, the Engineering organization ensures every product release meets evolving user needs and competitive demands. This team is instrumental in developing Ivanti's purpose-built platform for CIOs and CISOs powered by Ivanti Neurons - a cloud-scale, hyper-automation layer that enables proactive healing, user-friendly security across the organization and provides an enhanced user experience. This department plays a pivotal role in shaping the company's growth trajectory through continuous innovation and customer-centric solutions.

What you will be doing

Our product teams have a high level of autonomy, working as a close collaborative unit to solve challenges and be successful together. To make this work, our team members need to have good communication & problem-solving skills, be accountable, focus on what is important, treat each other with respect, have the courage to take risks, be pragmatic and open to challenges.

You will be working on the Ivanti Neurons cloud products. Building the future of Ivanti products in the cloud. Ivanti Neurons uses a micro service architecture running on Kubernetes.

• Design, develop, test, and deploy microservices using C#/.Net Core.
• Use Python, build MCP Servers, Build AI Agents, Prompt Engineering, Azure AI Foundry, working with LLMs.
• Design, develop, test, and deploy Web application using Angular.
• Interact with cross-functional groups including product manager, customer support and sales to develop new functionality and support existing customers.
• Interact and collaborate with teams around the world.
• Participate in all phases of the application development process

What you need to be successful

• Bachelor’s degree – Computer Science or related field.
• 6+ years software development experience
• Programming languages: C#, .Net, Python
• Experience with 
  • Using Python to build MCP Servers, Build AI Agents, Prompt Engineering, Azure AI Foundry, working with LLMs.
• Experience with modern cloud development practices (microservices architectures, REST interfaces, etc.)
• Track record of delivering successful software
• Strong software design and development experience
• Strong understanding of concepts related to computer architecture, data structures and programming practices
• Experience with automated testing and test-driven development
• Ability to work onsite in out South Jordan, UT office 2 days a week Mondays and Wednesdays 9am to 5:30 and remote Tuesday, Thursday and Fridays.
• Ability to start without immigration support now or at any time the future.

Other skills that you may bring along but are not essential are:

• Containers, Kubernetes, Docker
• DevOps experience using YAML, Helm, Terraform
• Experience using Microsoft Azure DevOps (ADO) for tracking work items, bugs, and test cases.
• Microsoft Azure, Azure Kubernetes Services (AKS), Microsoft Azure Cloud Computing Technologies
• Development methodologies: Agile software development including Scrum or Kanban
• SQL Sever

#LI-DW1

#LI-Hybrid Onsite

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diverse perspectives and are dedicated to creating an environment that is respectful and inclusive for everyone.

Our Product Engineering team is seeking a Technical Project Manager to act as a strategic driver for our most complex, cross-functional initiatives. You aren't just a coordinator; you are the "engine" that ensures our technical vision translates into high-quality, delivered reality.

As a Sr. TPM, you will bridge the gap between product strategy and engineering execution. You will navigate technical complexities, manage intricate dependencies across multiple teams, and foster an environment of predictable, high-velocity delivery. You will serve as a Scrum Master and your primary impact will be in optimizing the systems and processes that allow our engineers to do their best work.

Responsibilities:

• Drive the end-to-end execution of large-scale engineering projects, from initial technical discovery through to global deployment and post-launch monitoring.
• Beyond facilitating Scrum ceremonies, you will analyze our development lifecycle to identify systemic bottlenecks and implement process improvements that increase team predictable velocity.
• Proactively map and manage complex dependencies across multiple engineering squads. Identify "red flags" early and develop creative mitigation strategies before they impact the critical path.
• Partner deeply with Engineering Managers and Architects to understand technical constraints and trade-offs, ensuring project plans are realistic and technically sound.
• Develop and maintain sophisticated dashboards (using Jira and other tools) to track health, focusing on lead times, cycle times, and throughput to provide a transparent view of engineering health to leadership.
• Act as the primary point of communication for executive stakeholders, providing clarity on progress, risks, and resource allocation.
• Evangelize Agile/Lean best practices across the organization and mentor mid-level PMs or Scrum Masters on advanced project management techniques.

Requirements:

• 5+ years of experience in technical project management or program management, specifically within high-growth SaaS engineering organizations.
• Functional understanding of the software development lifecycle (SDLC) to effectively translate technical requirements into actionable plans.
• Deep expertise in various Agile frameworks (Scrum, Kanban, XP) and the ability to adapt them to the unique needs of different teams rather than following a rigid playbook.
• Proficiency in Jira (including JQL, automation, etc) and documentation tools like Confluence.
• Thrive in ambiguity and can create structure out of chaos.
• Certified Scrum Master (CSM)

Preferred Qualifications:

• Project management qualification (PMP) or equivalent
  
  

#LI-DA1

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diverse perspectives and are dedicated to creating an environment that is respectful and inclusive for everyone.

Our Product Engineering team is seeking a Technical Project Manager to act as a strategic driver for our most complex, cross-functional initiatives. You aren't just a coordinator; you are the "engine" that ensures our technical vision translates into high-quality, delivered reality.

As a Sr. TPM, you will bridge the gap between product strategy and engineering execution. You will navigate technical complexities, manage intricate dependencies across multiple teams, and foster an environment of predictable, high-velocity delivery. You will serve as a Scrum Master and your primary impact will be in optimizing the systems and processes that allow our engineers to do their best work.

Responsibilities:

• Drive the end-to-end execution of large-scale engineering projects, from initial technical discovery through to global deployment and post-launch monitoring.
• Beyond facilitating Scrum ceremonies, you will analyze our development lifecycle to identify systemic bottlenecks and implement process improvements that increase team predictable velocity.
• Proactively map and manage complex dependencies across multiple engineering squads. Identify "red flags" early and develop creative mitigation strategies before they impact the critical path.
• Partner deeply with Engineering Managers and Architects to understand technical constraints and trade-offs, ensuring project plans are realistic and technically sound.
• Develop and maintain sophisticated dashboards (using Jira and other tools) to track health, focusing on lead times, cycle times, and throughput to provide a transparent view of engineering health to leadership.
• Act as the primary point of communication for executive stakeholders, providing clarity on progress, risks, and resource allocation.
• Evangelize Agile/Lean best practices across the organization and mentor mid-level PMs or Scrum Masters on advanced project management techniques.

Requirements:

• 5+ years of experience in technical project management or program management, specifically within high-growth SaaS engineering organizations.
• Functional understanding of the software development lifecycle (SDLC) to effectively translate technical requirements into actionable plans.
• Deep expertise in various Agile frameworks (Scrum, Kanban, XP) and the ability to adapt them to the unique needs of different teams rather than following a rigid playbook.
• Proficiency in Jira (including JQL, automation, etc) and documentation tools like Confluence.
• Thrive in ambiguity and can create structure out of chaos.
• Certified Scrum Master (CSM)

Preferred Qualifications:

• Project management qualification (PMP) or equivalent
  
  

#LI-DA1

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diversity and are dedicated to creating an environment that is respectful and inclusive for everyone.

We are looking for an impact-oriented Product Manager to bridge the gap between complex data and human collaboration. You’ll join a high-caliber squad of designers and engineers building everything from tailored, persona-based solutions to the scalable infrastructure that powers them—including intelligent features that leverage AI. We aren’t just looking for a "feature-shipper"; we need a strategic partner who thrives on technical complexity and maintains a relentless obsession with elegant user experiences. If you are a natural mentor who excels at distilling the ambiguity of a rapidly evolving platform into a clear vision, join us—let’s build the future of visual collaboration together.

Responsibilities:

• Drive Cross-Functional Alignment: Partner with UX, Engineering, Marketing, and Sales to champion the user and deliver high-impact features.
• Deepen Customer Insight: Conduct effective qualitative and quantitative research to become the primary advocate for user needs and motivations.
• Own the Product Lifecycle: Lead features from initial ideation and specification through launch, analysis, and continuous iteration.
• Prioritize for Impact: Ruthlessly prioritize roadmaps and communicate strategic trade-offs to stakeholders to meet core business goals.
• Deliver Excellence: Define and move key business metrics (KPIs) through a disciplined approach to product optimization and data analysis.
• Bridge Design & Tech: Collaborate with Designers to achieve world-class UX while working alongside Engineers to navigate complex technical trade-offs.

Requirements:

• Education & Experience: Bachelor’s degree and 3+ years of software Product Management experience, with a proven track record of driving core business metrics in a B2B SaaS environment.
• Strategic Discovery: Solid skills at de-risking initiatives by using creative, lean methodologies to validate hypotheses and ideas quickly.
• Versatile Communication: Ability to act as a "translator" across the organization—communicating effectively with everyone from engineers and sales reps to executive-level customers and end users.
• Technical & Design Fluency: Proficient in navigating complex technical trade-offs and partnering with UX to translate complicated workflows into simple, intuitive experiences.
• Teamwork over Ego: A history of building high-trust, productive relationships with Engineering and UX counterparts that foster a culture of collective success.
• Growth Mindset: A proactive approach to seeking feedback, learning quickly, and iterating based on data and team insights.

Preferred Qualifications:

• Design Sensibility: A high bar for product polish and a keen eye for how design and brand consistency drive user trust and engagement.
• Domain Expertise: Experience building document-centric or canvas-based solutions within the SaaS space (e.g., editors, whiteboarding, or content management).
• Growth Methodology: Experience with rapid prototyping and lean learning techniques, including the ability to design and interpret A/B and multivariate tests.
• Data Fluency: Comfort navigating complex data sets to uncover the behavioral insights that inform a winning product roadmap.

#LI-NJ1

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diversity and are dedicated to creating an environment that is respectful and inclusive for everyone.

We are looking for an impact-oriented Product Manager to bridge the gap between complex data and human collaboration. You’ll join a high-caliber squad of designers and engineers building everything from tailored, persona-based solutions to the scalable infrastructure that powers them—including intelligent features that leverage AI. We aren’t just looking for a "feature-shipper"; we need a strategic partner who thrives on technical complexity and maintains a relentless obsession with elegant user experiences. If you are a natural mentor who excels at distilling the ambiguity of a rapidly evolving platform into a clear vision, join us—let’s build the future of visual collaboration together.

Responsibilities:

• Drive Cross-Functional Alignment: Partner with UX, Engineering, Marketing, and Sales to champion the user and deliver high-impact features.
• Deepen Customer Insight: Conduct effective qualitative and quantitative research to become the primary advocate for user needs and motivations.
• Own the Product Lifecycle: Lead features from initial ideation and specification through launch, analysis, and continuous iteration.
• Prioritize for Impact: Ruthlessly prioritize roadmaps and communicate strategic trade-offs to stakeholders to meet core business goals.
• Deliver Excellence: Define and move key business metrics (KPIs) through a disciplined approach to product optimization and data analysis.
• Bridge Design & Tech: Collaborate with Designers to achieve world-class UX while working alongside Engineers to navigate complex technical trade-offs.

Requirements:

• Education & Experience: Bachelor’s degree and 3+ years of software Product Management experience, with a proven track record of driving core business metrics in a B2B SaaS environment.
• Strategic Discovery: Solid skills at de-risking initiatives by using creative, lean methodologies to validate hypotheses and ideas quickly.
• Versatile Communication: Ability to act as a "translator" across the organization—communicating effectively with everyone from engineers and sales reps to executive-level customers and end users.
• Technical & Design Fluency: Proficient in navigating complex technical trade-offs and partnering with UX to translate complicated workflows into simple, intuitive experiences.
• Teamwork over Ego: A history of building high-trust, productive relationships with Engineering and UX counterparts that foster a culture of collective success.
• Growth Mindset: A proactive approach to seeking feedback, learning quickly, and iterating based on data and team insights.

Preferred Qualifications:

• Design Sensibility: A high bar for product polish and a keen eye for how design and brand consistency drive user trust and engagement.
• Domain Expertise: Experience building document-centric or canvas-based solutions within the SaaS space (e.g., editors, whiteboarding, or content management).
• Growth Methodology: Experience with rapid prototyping and lean learning techniques, including the ability to design and interpret A/B and multivariate tests.
• Data Fluency: Comfort navigating complex data sets to uncover the behavioral insights that inform a winning product roadmap.

#LI-NJ1

Your Impact
Axon is the developer and manufacturer of conducted electrical weapons, body worn cameras, and digital evidence management solutions. By successfully applying technical solutions to age old problems in digital video capture, the Axon team has redefined public and private sector technology around the globe. We are a team of passionate and dedicated professionals who desire to disrupt our industry and protect life with our products. Axon is seeking a high-energy, results driven pre-sales sales engineer who thrives on pitching technology to leadership as well as support staff and end-users. This individual will play an instrumental role in accelerating our sales initiatives and must be a self-starter, who excels in a high-paced, evangelistic startup environment focused on Law Enforcement and the public safety space.

What You’ll Do
Location: Jordan, travel up to 70% of time
Reports to: Sr Manager, Emerging Markets

• Achieve mastery of all Axon technologies / products
• Use exceptional written and oral communication skills to lead business and technical presentations effectively
• Have technical conversations with IT departments, including CIOs, as well as channel partner leadership and technical stakeholders
• Set and manage expectations with customers and team members
• Provide 1st-level technical support throughout the pre-sales cycle for opportunities
• Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changes circumstances
• Develop relationships with key partners for growth within their customer base
• Effectively position the technology against competitive offerings
• Be responsible for representing the products, company values, and brand to customers and at field events such as industry and user conferences, tech summits, etc.
• Take ownership of the POC/Pilot process: Coordinate logistics across all stakeholders, assess customer requirements/objectives, and tailor POC tests and findings, accordingly, assist prospects with initial configuration and orientation
• Where possible, improve or develop technical documentation to ease understanding and customer or channel usage of our products and services
• Capture requested features and provide feedback to Product Management, Sales, Development, Support, Engineering and Marketing teams
• Develop Statements of Work (SOW) for Professional Services necessary for binding quote
• Perform other duties and projects as assigned

What You Bring

• Willingness to travel;
• Fluent English and Arabic, French is a plus;
• Assist Sales with presentations and analysis to enlarge customer portfolio;
• Training new employees;
• Document translation & verification for new products Axon brings to the market
• Assist Sales Executives in commercial offer documentation
• Educational background:
• Associates degree in Engineering or Computer Science (or equivalent field), or 5+ years relevant experience.
• Professional background:
• 4+ years customer facing pre-sales or consulting background required
• 3+ years of experience with public procurement in META
• Experience selling SaaS based solutions
• Experience in End User Compute or Cloud Computing preferred
• Experience in networking, storage, virtualization, or related technologies
• Must have intellectual curiosity, humility, accountability and positive approach;
• Strong Technical Writing skills to provide professional responses to customer RFPs / RFIs
• Basic knowledge or curiosity of security, IPsec, InfoSec, hacking and exploitation tools and methodologies.
• Basic knowledge of computer hardware, operating systems, and storage devices.
• Ability to work independently with substantial latitude for action and decision making while maintaining focus on achieving optimal outcomes as part of a collaborative development effort.
• Requires the ability to work independently with substantial latitude for action and decision making while maintaining focus on achieving optimal outcomes as part of a collaborative development effort.
• Strong presentation skills and presence, technical acumen, ability to simplify the complex, ability to work cross-functionally.
• Experience developing Statements of Work (SOW) or similar documents
• Intermediate knowledge of routing and switching methodologies, telecommunications, and Internet technologies.
• Basic knowledge of virtualization and cloud technologies
• Network and Telecommunication-specific professional certifications, such as but not limited to: CCNA, CCNP, ComTIA Network+, WCNA, etc..
• Experience with Law Enforcement technology solutions and public procurement is a plus

*Please submit your Resume in English.