Software Technical Account Manager (Traveling)
Axon
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Benefits offered by this job
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
Tools
Job description
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.
As a Technical Account Manager at Axon, you're not working a ticket queue — you're embedded inside law enforcement agencies as the person they trust most. You own the relationship, you own the deployments, and you own the outcome. When something's escalating, you're on it. When adoption is stalling, you fix it. When a customer needs someone inside Axon advocating for their priorities, that's you. The role sits at the intersection of technical depth and genuine customer trust — and you'll operate largely independently, with real accountability and real visibility. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.
Location: Must be based within an hour of an Axon Hub Location (Scottsdale - HQ) with 80% travel to agency locations in the US
Reports To: Manager of Technical Account Management Services
- Serve as the primary technical point of contact for assigned agencies
- Diagnose and resolve complex technical issues across Ax's software and integrated solutions
- Lead technical 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 strong understanding of Ax's hardware, software, cloud, and integrated technology ecosystem
- Partner with deployment teams to design, configure, test, and implement Axon solutions
- Support successful onboarding and transition to steady-state operations
- Help customers adopt new capabilities and incorporate technology into existing workflows
- Identify barriers to adoption and recommend best practices to improve utilization
- Support customers through operational and technology changes associated with new deployments
- Build trusted relationships with technical and operational stakeholders within assigned agencies
- Serve as an advocate for customer needs and priorities within Axon
- Conduct regular customer reviews focused on technical health, adoption, and operational success
- Provide guidance on product capabilities, integrations, and recommended usage patterns
- Help customers understand how technology supports their operational objectives
- Develop an understanding of customer workflows and operational environments
- Identify opportunities to improve efficiency, product utilization, and operational effectiveness
- Support customer adoption of AI-powered capabilities across the Axon ecosystem
- Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
- Contribute insights that help Product and Engineering teams better understand customer needs
- Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making
- Assist customers with data integrations, reporting requirements, and workflow visibility
- Monitor customer health indicators, adoption metrics, and technical performance trends
- Use data to identify opportunities for improvement and proactive customer engagement
- Deliver advanced product training and technical education to customer stakeholders
- Develop and maintain customer-facing documentation and best practices
- Help agencies build confidence in using Ax's solutions effectively
- Support knowledge transfer and operational readiness during deployments and upgrades
- Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
- Maintain strong awareness of customer environments and evolving needs
- Support critical incidents and high-priority customer situations when required
- Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)
- Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments
- Strong troubleshooting and root-cause analysis skills
- Ability to communicate effectively with both technical and non-technical stakeholders
- Experience working across multiple teams to solve customer challenges and deliver successful outcomes
- Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments
- Strong organizational skills with the ability to manage competing priorities and customer needs
- Interest in helping customers adopt new technologies and improve operational effectiveness
- Ability to work independently while collaborating closely with cross-functional teams
- Commitment to delivering exceptional customer experiences
- Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately
- Experience supporting public safety, law enforcement, government, or mission-critical operational environments
- Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies
- Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms
- Familiarity with AI-powered products, workflow automation, or operational technology solutions
- Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)
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.
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 Ax'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.
- 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
Some roles may also require legal eligibility to work in a firearms environment.
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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
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