Sr Software Technical Account Manager I

Axon; Dallas (TX); Hybrid; USD 125,000 - 160,000; Full time

Benefits offered by this job

401k with match

Discretionary PTO

Parental leave

Medical, Dental, Vision

Wellness programs

Job summary

Axon is seeking a Technical Account Manager to own the day‑to‑day relationship with a key customer and drive a long‑term strategic partnership. You’ll deliver best practices and technical guidance to help stakeholders hit operational goals using Axon’s devices and software.

You’ll collaborate with cross‑functional teams to inform product roadmaps, manage deployments, and provide remote Tier‑2 support. Strong communication and public‑safety domain knowledge are essential.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 7+ years of experience with major city or enterprise customers.
• Proven track record in managing customer relationships and technical projects.
• Experience with SAAS, cloud providers, virtualization, storage.
• Knowledge of routing, switching, Wi‑Fi, telecom and internet tech.
• Ability to communicate technically to varied audiences.
• Strong analytical, strategic and problem‑solving skills.
• Experience with TASER devices or public‑safety environment is preferred.

Responsibilities

• Own day‑to‑day relationship with key Axon customer and build a strategic partnership.
• Provide best practices and technical expertise to help customers achieve goals using Axon products.
• Collaborate with cross‑functional teams to influence product roadmaps and projects.
• Manage projects from deployment to completion and coordinate with third‑party integrators.
• Translate complex technical information into practical guidance for officers and admins.
• Provide remote Tier‑2 technical support and maintain customer confidence.

Skills

Customer relationship management

Technical communication

Project management

SAAS/cloud knowledge

Networking & IT basics

Remote technical support

Public safety domain knowledge

Education

Bachelor's degree

Tools

JIRA

Microsoft Dynamics

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.

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

The Technical Account Manager will own the day-to-day relationship with one of Axon’s key customers to a build long-term, strategic partnership. As the main point of contact for your customers, you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals using Axon’s products. You will also work closely with multiple cross-functional teams by providing invaluable insight into your customer’s needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customer more efficient and more confident within their daily workflows.

What You’ll Do

Location: Dallas, TX, remote unless traveling (50% travel requirement) Reports to: Director of Professional Services, Enterprise

• Achieve mastery of all Axon technologies / products, specifically Fusus, body cameras and Draft One
• Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations and conversations with VP-level audiences within your account
• Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
• Manage customer expectations, keeping customers satisfied and expectations realistic
• Provide up to tier-2 technical support
• Provide overall project management of the core deployment plan engaging with 3 rd party integrators and the client
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products
• Where possible, improve or develop technical documentation to ease understanding and usage of our products and services
• Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
• Maintain customer confidence, especially in high-pressure situations

What You Bring

• Bachelor’s Degree or equivalent work experience
• 7+ years of experience working with Major City or Enterprise-level customers
• Proven track record of successfully managing customer relationships and technical projects
• Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Unmatched analytical, strategic and creative problem-solving skills
• Excellent interpersonal skills with strong written and verbal communication
• Detail oriented with excellent organizational and time management skills
• Demonstrated ability to deal with change and excel in high-stress situations
• Hands‑on experience with TASER devices and associated software platforms, or prior experience in a law enforcement, corrections, military, or public‑safety environment.
• Demonstrated ability to provide remote technical support across both hardware and software, including troubleshooting device connectivity, configuration, firmware, applications, and user workflows.
• Ability to translate complex technical information into clear, practical guidance for officers, agency administrators, and other nontechnical users.
• Familiarity with law‑enforcement operations, training practices, evidence‑management workflows, and agency policies is strongly preferred.

Preferred Qualifications

• JIRA, and Microsoft Dynamics knowledge
• Knowledge of CCTV, VMS, and IP cameras
• Experience working closely with a sales and support team
• Experience working and supporting law enforcement or other governmental agencies
• Experience in networking and telecommunications
• Experience supporting TASER devices and related software—or a background in law enforcement or public safety is strongly preferred, along with the ability to remotely troubleshoot both hardware and software issues for technical and nontechnical users.

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
• And yes, we have snacks in our offices

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