Embedded Technical Account Manager

Out in Science, Technology, Engineering, and Mathematics; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A technology firm is seeking a Technical Account Manager who will act as the primary contact for key customers. The role involves providing technical expertise, project management, and customer advocacy to ensure successful operational goals. Candidates should have 5+ years in IT support with a strong background in customer relationships, network administration, and project management. This position offers opportunities for growth within a dynamic, mission-driven environment.

Qualifications

• 5+ years of IT experience in a support or deployment role.
• Bilingual proficiency in the local language and English for internal communications.
• Experience working with law enforcement and/or government entities.

Responsibilities

• Serve as the primary technical liaison between Axon and customers.
• Monitor support tickets and provide technical troubleshooting.
• Facilitate training and knowledge transfer for customer integrations.

Skills

IT support experience

Customer relationship management

Technical troubleshooting

Project management

Network Administration

API integrations

Bilingual proficiency

Tools

Microsoft Server & Client operating systems

Microsoft SQL Server

Active Directory

Azure (Entra ID)

Job description

Join Axon and be a Force for Good.

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.

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.

Your Impact

As a Technical Account Manager at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon's products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats-from consultant to product expert to project manager-you will help customers optimize their daily workflows.

You will play a crucial role in ensuring Axon's solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to Axon's mission of protecting life and enabling transparency through innovative technology.

What You'll Do

Location: Remote
Travel Expectations: approx. 40% onsite engagements with customers
Reports to: Director, Professional Services

• Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
• Serve as the primary technical liaison between Axon and the customers.
• Participate in operational and technical meetings, ensuring effective communication and collaboration.
• Build and maintain an internal Axon network to support both the customer-facing Axon team and the customer Project Team.
• Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
• Ensure Service Level Requirements (SLRs) and contractual obligations are met.
• Assist the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation. Communicate customer feedback across Axon teams and collaborate to drive product improvements.
• Identify and escalate risks to the Program Manager to facilitate internal and executive collaboration.
• Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
• Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records.
• Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).
• Assist in customer security assessments and vendor refresh assessments for major architectural changes.
• Maintain knowledge of the customer's technical landscape, including infrastructure, policies, and procurement processes.
• Maintain and administer deployment records, including shipment tracking and RMA's.
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension.

What You Bring

• Citizenship with the country of work (required for working with sensitive government data; must pass security clearance).
• 5+ years of IT experience in a support or deployment role.
• Experience working with law enforcement and/or government entities.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously to meet objectives with minimal oversight.
• Robust IT background, with expertise in:
• Software image creation and maintenance.
• Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
• Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
• Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
• API integrations and SAAS applications.
• Solid ability to tailor technical discussions to varied audiences.
• Analytical, strategic, and creative problem-solving skills.
• Exemplary written and verbal communication skills.
• Highly detail-oriented with proficient organizational and time management skills.
• Bilingual proficiency in the local language and English for internal communications.

Axon is an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work.