Field Technical Account Manager (Public Safety SaaS)

Axon; Alexandria (VA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary and 401k with match

Discretionary paid time off

Paid parental leave

Medical, Dental, Vision plans

Learning & Development programs

Job summary

Axon is seeking a Technical Account Manager to serve as the trusted technical liaison for law enforcement agencies. You’ll own deployments, drive adoption, and ensure successful outcomes with Axon’s hardware, software and cloud ecosystem.

Travel within the US is expected, and the role reports to the Manager of Technical Account Management Services. You’ll partner with product, engineering and support teams to resolve issues, guide deployments, train customers, and optimize workflows.

Qualifications

• Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (4+ years).
• Experience supporting SaaS applications, cloud platforms, software deployments, or integrated tech environments.
• Strong troubleshooting and root-cause analysis skills.
• Ability to communicate with both technical and non-technical stakeholders.
• Experience coordinating across multiple teams to solve customer challenges.
• Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software.
• Strong organizational skills to manage competing priorities.

Responsibilities

• Serve as the primary technical point of contact for assigned agencies.
• Diagnose and resolve complex issues across Axon's software and integrated solutions.
• Lead troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams.
• Manage escalations and ensure timely resolution of customer-impacting issues.
• Maintain understanding of Axon's hardware, software, cloud, and integrated technology ecosystem.
• Partner with deployment teams to design, configure, test, and implement Axon solutions.
• Support onboarding and transition to steady-state operations.
• Help customers adopt new capabilities and integrate technology into workflows.
• Identify barriers to adoption and recommend best practices.
• Support customers through operational and technology changes during deployments.
• Build trusted relationships with stakeholders and act as customer advocate.
• Conduct regular customer reviews focused on technical health and adoption.
• Provide guidance on product capabilities, integrations, and usage patterns.
• Help customers understand how technology supports operational objectives.
• Develop understanding of customer workflows and identify efficiency improvements.
• Support adoption of AI-powered capabilities across the Axon ecosystem.
• Capture feedback to improve deployments and experiences.
• Contribute insights to Product and Engineering about customer needs.
• Utilize Power BI, SQL, dashboards for insights and decision-making.
• Assist with data integrations, reporting, and workflow visibility.
• Monitor customer health indicators and adoption metrics.
• Provide advanced product training and create documentation.

Skills

Technical account management

SaaS experience

Troubleshooting

Stakeholder communication

Cross-functional collaboration

Networking concepts

Cloud technologies

System integrations

Organization

CJIS compliance

Tools

Power BI

SQL

Job description

Axon is seeking a Technical Account Manager to serve as the trusted technical liaison for law enforcement agencies. You’ll own deployments, drive adoption, and ensure successful outcomes with Axon’s hardware, software and cloud ecosystem.

Travel within the US is expected, and the role reports to the Manager of Technical Account Management Services. You’ll partner with product, engineering and support teams to resolve issues, guide deployments, train customers, and optimize workflows.