Software Technical Account Manager - Dedrone

Menlo Ventures; New York (NY); On-site; USD 98,000 - 157,000; Full time

Benefits offered by this job

401k with employer match

Discretionary PTO

Paid parental leave

Medical, Dental, Vision plans

Fitness programs

Mental wellness support

Learning & Development

Job summary

Axon is seeking a Technical Account Manager to support Dedrone by Axon, embedding with public safety agencies to deploy and operate a hybrid hardware/software system. You’ll manage system performance, deployments, and ongoing maintenance, while guiding agencies in building operational workflows and best practices.

You will work onsite with travel as needed, collaborating with engineering, product, and sales teams to ensure successful outcomes.

Qualifications

• Bachelor's degree in business administration, computer science, engineering, or related field, or equivalent experience.
• 4+ years in technical account management, field engineering, or similar customer-facing role.
• Experience deploying and supporting complex hybrid hardware/software systems.
• Strong networking knowledge (routing, switching, DHCP, SNMP, PoE) and system integrations.
• Familiarity with Linux or command-line interfaces; edge/embedded systems preferred.
• CRM experience and ability to build diverse stakeholder relationships.
• Cross-functional collaboration with engineering, product, sales, and support teams.
• Root-cause analysis and troubleshooting across hardware, software, and integrations.
• Experience coordinating deployments, managing timelines, and aligning stakeholders.
• Power BI/SQL data reporting experience is a plus.
• Willingness to work onsite and be available outside normal hours.
• CJIS background check compliance and discretion on confidential data.
• Public safety or law enforcement exposure is preferred.
• Familiarity with drone/UAS systems or airspace tech is a plus.
• FAA Part 107 certification is a plus; certification in IT, Cisco, or Microsoft is advantageous.

Responsibilities

• Lead technical support as the main liaison for assigned agencies.
• Own system operations and ensure uptime and reliability in live environments.
• Schedule and execute hardware and software deployments and upgrades.
• Oversee hardware lifecycle, shipping, staging, redeployment, and RMA coordination.
• Conduct user acceptance testing for releases to ensure performance.
• Respond to critical issues and act as crisis manager to restore functionality.
• Represent customer needs and capture feature requests and gaps.
• Guide agencies in developing SOPs and operational workflows.
• Collaborate with engineering, product, sales, and support to ensure delivery.
• Coordinate deployments and ongoing maintenance with stakeholders.
• Provide role-based training and develop documentation for adoption.
• Provide onsite support to resolve issues and ensure success of Dedrone systems.

Skills

Technical account management

Customer relationships

Cross-functional collaboration

Problem solving

Project management

Data analysis

Power BI

SQL

Linux

Public safety experience

Education

Bachelor's degree in related field

Tools

Power BI

SQL

Linux

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 supporting Dedrone by Axon, you will be a key player in deploying and supporting Dedrone's airspace security solutions directly within public safety environments. You will serve as an embedded technical owner, responsible for the day-to-day success of a hybrid hardware and software system operating in mission-critical environments. You will act as the primary point of contact for assigned agencies, managing system performance, coordinating deployments and updates, and ensuring long-term operational success. In addition to providing technical support, you will guide customers in building and sustaining Drone as First Responder (DFR) and counter-UAS programs, helping integrate Dedrone solutions into broader agency workflows.

What You’ll Do

Location: On site with travel as required
Reports To: Manager or Senior Manager of Technical Account Management

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex issues across hardware, software, and integrated systems.
• Own System Operations: Serve as the primary onsite owner of Dedrone system performance, ensuring uptime, reliability, and operational success in live environments.
• Drive Deployments & Updates: Coordinate, schedule, and execute hardware and software deployments, including system upgrades, firmware updates, and release rollouts.
• Manage Hardware Lifecycle: Oversee hardware logistics including shipping/receiving, staging, redeployment, and RMA coordination; support system readiness and inventory tracking.
• Perform Testing & Validation: Conduct User Acceptance Testing (UAT) for hardware, firmware, and software releases to ensure successful deployment and performance.
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize operational impact.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, capturing feature requests, workflow requirements, and product gaps.
• Support Program Development: Guide agencies in developing operational workflows, SOPs, and best practices for integrating Dedrone systems into public safety operations.
• Collaborate Across Teams: Work closely with cross-functional teams including engineering, product management, sales, and third-party vendors to ensure seamless delivery and support.
• Project Management & Coordination: Schedule and manage system updates, upgrades, and ongoing maintenance activities while aligning stakeholders across organizations.
• Training and Education: Provide role-based training to technical users, operators, and leadership; develop training materials and documentation to support adoption.
• Provide Onsite Support: Work onsite with customers to resolve issues, support deployments, and ensure ongoing success of Dedrone systems.

What You Bring

Required

• Education: Bachelor's degree in business administration, computer science, engineering, or a related field, or equivalent experience.
• Experience: 4+ years of experience in technical account management, field engineering, professional services, or a similar customer-facing role.
• Technical Expertise: Demonstrated experience supporting and deploying complex systems, including hybrid hardware/software environments and real-world implementations.
• Networking & Systems Knowledge: Strong understanding of networking fundamentals (routing, switching, DHCP, SNMP, PoE), system integrations, and troubleshooting distributed environments.
• System Administration: Familiarity with Linux or command-line interfaces and managing edge or embedded systems is preferred.
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor.
• Cross-Functional Collaboration: Experience working across engineering, product, sales, and support teams to deliver successful outcomes.
• Problem Solving: Strong skills in root cause analysis and troubleshooting across hardware, software, and integrated systems.
• Program & Project Management: Experience coordinating deployments, managing timelines, and aligning multiple stakeholders in complex environments.
• Data Management and Reporting: Experience using tools such as Power BI, SQL, or similar platforms to support reporting and operational insights is a plus.
• Flexibility: Willingness to work onsite in dynamic environments and be available outside normal business hours for critical issues.
• Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
• Public Safety Experience: Experience working with or supporting law enforcement, public safety agencies, or security operations is preferred.
• Emerging Technology Exposure: Familiarity with drone/UAS systems, airspace management, or sensor-based technologies is a plus.
• Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus; FAA Part 107 certification is required

Additional Information

We recognize that candidates may bring strengths from different backgrounds and experiences. If your experience aligns closely with this role, we encourage you to apply.

How This Role Fits the Future

Technical Account Managers play a critical role in helping customers successfully deploy, adopt, and operate Axon technology. They serve as trusted technical partners, develop deep product expertise, and build strong customer relationships. As Axon's Mission Engineering capability evolves, the TAM role provides a foundation for future growth into broader customer ownership, operational leadership, and mission-focused roles across the organization.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs

Benefits listed herein may vary depending on the nature of your employment and the location where you work

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range: $98,010 - $156,816 USD

Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are 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. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.