Embedded Technical Account Manager

axon; United States; Hybrid; USD 81,000 - 104,000; Full time

Job summary

Axon in Berlin seeks a Hybrid Technical Account Manager to own day-to-day relationships with enterprise customers across Germany.

The role blends deep technical and consulting expertise with project management to help clients maximize value from an embedded device and cloud software ecosystem, with travel up to 50% to customer sites.

Qualifications

• German citizenship required due to handling sensitive government data.
• Fluent in German and based in Germany with ability to travel domestically.
• 5+ years of IT support or deployment experience with enterprise customers.
• Proven ability to manage customer relationships and technical projects independently.
• Solid understanding of ITIL and Change Management processes.
• Advanced knowledge of Microsoft Server and Client operating systems, SQL Server, Active Directory, Azure (Entra ID), APIs, and core networking concepts.

Responsibilities

• Serve as the primary contact for key accounts, delivering best practices and technical guidance.
• Lead business and technical presentations with VP-level audiences within accounts.
• Provide tier-2 technical support and create knowledge base articles; escalate bugs to engineering.
• Collaborate with cross-functional teams to relay customer feedback and influence product roadmaps.
• Partner with a local reseller to plan and execute hardware and software deployments, managing contracts.
• Maintain internal test environments, deployment records, and technical documentation following ITIL discipline.

Skills

IT support

Deployment

ITIL

Change Management

Windows Server

SQL Server

Active Directory

Azure

APIs

Networking

Project management

Tools

Azure

SQL Server

Active Directory

Windows Server

Job description

Role overview

A hybrid Technical Account Manager role based in Berlin, focused on owning day-to-day relationships with strategic enterprise customers across Germany. The position blends deep technical expertise, project management, and consulting to help clients maximize value from an embedded device and cloud software ecosystem, with travel up to 50% to customer sites.

Responsibilities

• Serve as the primary point of contact for key accounts, delivering best practices and technical guidance to help stakeholders meet operational goals.
• Lead business and technical presentations, demonstrations, and conversations with VP-level audiences within assigned accounts.
• Provide up to tier-2 technical support, develop knowledge base articles on recurring issues, and **escalate bugs and trends to engineering teams**.
• Collaborate closely with cross-functional teams to relay customer feedback, influence internal product roadmaps, and drive continuous improvement.
• Partner with a local reseller to plan and execute hardware and software deployments, owning the partner and client relationship through contract length.
• Maintain internal product test environments, deployment records, and technical documentation, applying ITIL and Change Management discipline.

Requirements

• German citizenship required due to handling sensitive government data; willingness to undergo a security check.
• Fluent in German and based in Germany, with the ability to travel domestically as needed.
• 5+ years of IT support or deployment experience, including substantial work with enterprise-level customers.
• Demonstrated success managing customer relationships and technical projects independently with minimal oversight.
• Solid understanding of ITIL and Change Management processes, including planning, documenting, executing, and rolling back changes.
• Advanced knowledge of Microsoft Server and Client operating systems, SQL Server, Active Directory, Azure (Entra ID), APIs, and core networking concepts (TCP/IP, DHCP, DNS, SSH, firewalls, routing, switching, Wi‑Fi).

Nice to have

• Experience with software image creation and maintenance.
• Operating experience in one or more specializations such as digital video or mobile technologies.