Technical Account Manager

Jobtailor; Paris; Sur place; EUR 78 000 - 110 000; Plein temps

Résumé du poste

Jobtailor is seeking a highly skilled technical professional to support Dedrone installations across France and overseas territories. You will become an expert in Dedrone hardware and software, act as the primary liaison to government and defense customers, and lead deployment activities from hardware reception to go-live.

Strong communication and documentation are essential in coordinating with R&D, Product, and field teams.

Qualifications

• 5+ years in IT, network engineering, RF/sensor field engineering, or technical deployment.
• Experience with law enforcement, defense, or government entities preferred.
• Proven track record of managing customer relationships and technical projects.
• Autonomous work style with minimal oversight when embedded with customer teams.
• Strong documentation discipline, with runbooks and architecture diagrams.

Responsabilités

• Achieve expertise in Dedrone technologies and sensor systems across cloud, on-prem, and offline variants.
• Serve as the primary technical liaison between Dedrone and the customer program office.
• Participate in operational and technical meetings with the customer.
• Build and maintain internal networks supporting both customer-facing and project teams.
• Provide hands-on field support across deployment lifecycle: hardware reception, sensor commissioning, network validation, and C2 configuration.
• Assist in inventory management of Dedrone hardware across sites in France and overseas.
• Monitor support tickets, perform tier-2 troubleshooting, and escalate to L3/R&D as needed.
• Maintain RF library currency and coordinate signature updates with R&D.
• Ensure SLAs and contractual obligations are met.
• Communicate customer feedback to Dedrone/Axon teams and drive product improvements.
• Coordinate with third-party installer on site readiness and L1 maintenance handoff.
• Develop technical documentation and operator guides, including French-language materials.
• Deploy with readiness planning and go-live support.
• Track progress against outcomes through a success plan and KPI reviews.

Connaissances

Network administration

Linux administration

Windows Server administration

RF / sensor field engineering

Technical deployment

Bilingual French/English

Outils

Active Directory / Entra ID

SQL

VPNs

Description du poste

Responsibilities

• Achieve expertise in Dedrone technologies including DedroneTracker.AI C2 — cloud, on-prem, and offline variants — the full RF sensor portfolio RF-160, RF-310, RF-360, RF-560, AoA and TDOA configurations, Robin Radar, FLIR / Axis EO/IR PTZ cameras, and authorised mitigation systems in scope under the customer framework.
• Serve as the primary technical liaison between Dedrone and the customer program office and site-level operational owners.
• Participate in operational and technical meetings with the customer, ensuring effective communication and collaboration across stakeholders.
• Build and maintain an internal Axon / Dedrone network to support both the customer-facing team and the customer’s project team — including SEs, the Sr Technical Program Manager, Product Management, Support, and R&D.
• Provide hands‑on field support across the deployment lifecycle: hardware reception and unpacking, sensor commissioning, mast and tripod setup, network connectivity validation, C2 platform configuration, and acceptance testing.
• Assist the customer in inventory management of Dedrone hardware across sites in metropolitan France and overseas territories.
• Monitor support tickets, provide tier‑2 technical troubleshooting — sensor → network → server → UI — and escalates to L3 / R&D when necessary.
• Maintain RF library currency for the customer’s threat environment — coordinate with Dedrone R&D on signature additions and DedroneDNA updates relevant to observed threats.
• Ensure Service Level Requirements and contractual obligations are met.
• Assist the Sr Technical Program Manager and PSO team by providing requested materials, information, and Voice of Customer documentation. Communicate customer feedback across Dedrone / Axon teams and collaborate to drive product improvements.
• Identify and escape risks to facilitate internal and executive collaboration.
• Interpret and communicate Dedrone release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption in coordination with the SE team.
• Support invoicing and revenue‑recognition checkpoints by ensuring reliable deployment counts and maintaining Salesforce and PSO tooling records.
• Facilitate training and knowledge transfer for customer operators, including integrations — APIs, webhooks, Fusus‑equivalent C2 connectors, ATAK/TAK integrations where in scope.
• Assist in customer security assessments and vendor refresh assessments for major architectural changes.
• Maintain knowledge of the customer’s technical landscape, including infrastructure, networking, security policies, and procurement processes.
• Maintain and administer deployment records, including shipment tracking and RMAs across overseas territories.
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self‑service capabilities, and overall product comprehension — including French‑language operator guides as appropriate.
• Coordinate closely with the third‑party in‑country installer on site readiness, physical installation, and L1 maintenance handoff.
• Deploy with confidence through technical guidance, readiness planning, and go‑live support.
• Reduce implementation risk by identifying integration, configuration, access, and workflow dependencies early.
• Improve adoption through role‑specific enablement, training alignment, and adoption planning.
• Strengthen technical health with proactive reviews, release readiness, and performance guidance.
• Coordinate escalations as a dedicated technical partner who understands the customer environment.
• Track progress against outcomes through a success plan, roadmap, and KPI review cadence.
• Realise more value across operational adoption, platform health, staff productivity, and risk reduction.

Requirements

• French citizenship — required to work with sensitive government data; willingness to undergo French government security clearance, such as Habilitation Confidentiel Défense or higher as required.
• Bilingual French and English — native French; professional written and spoken English.
• 5+ years of experience in an IT, network engineering, RF / sensor field engineering, or technical deployment role.
• Experience working with law enforcement, defense, or government entities — strongly preferred.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously to meet objectives with minimal oversight, particularly when embedded with the customer day‑to‑day.
• Network administration: TCP/IP, VLANs, DHCP, DNS, SSH, firewalls, VPNs, LTE backhaul.
• Linux and Windows Server administration, basic SQL, certificate management.
• On‑prem, offline / air‑gapped, and cloud deployment models.
• Active Directory / Entra ID and identity integration patterns.
• API integrations and SaaS application administration.
• Solid ability to tailor technical discussions to varied audiences — from operators and field users to technical authorities and executive sponsors.
• Strong documentation discipline — architecture diagrams, runbooks, S2S handover packs, operator training materials.
• Comfortable maintaining a home lab and learning new sensor / RF / radar / EO/IR technologies at depth.

Core Competencies

Demonstrates expertise in Dedrone technologies and RF sensor systems, with a strong focus on customer relationship management and technical project execution. Proficient in network administration, deployment models, and bilingual communication to effectively support government and defense entities.