Technical Account Manager - Dedrone

Menlo Ventures; New York (NY); On-site; USD 81,600 - 130,560; Full time

Benefits offered by this job

Competitive salary and 401k with employer match

Discretionary paid time off

Medical, Dental, Vision plans

Job summary

Menlo Ventures is seeking a Software Technical Account Manager to play a key role in deploying Dedrone’s airspace security solutions. This position is focused on supporting public safety environments within New York City.

Candidates should have a strong technical background, excellent problem-solving skills, and experience in customer relationship management. Responsibilities include leading technical support, managing system performance, and coordinating deployments. Competitive salary and comprehensive benefits are offered.

Qualifications

• 4+ years of experience in technical account management or similar customer-facing role.
• Strong understanding of networking fundamentals including routing and switching.
• Proven ability to build relationships with diverse stakeholders.

Responsibilities

• Act as the main technical liaison for assigned agencies.
• Ensure uptime and operational success of Dedrone systems in live environments.
• Coordinate, schedule, and execute system deployments and updates.

Skills

Technical Account Management

Field Engineering

Customer Relationship Management

Problem Solving

Education

Bachelor’s degree in business administration, computer science, engineering, or a related field

Tools

Power BI

SQL

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.

Job Description: Software Technical Account Manager (L-7) Dedrone

What You’ll Do

Location: On-site in New York City with the NYC OTI – Reports To: Manager of Technical Account Management Services

• 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

• 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.

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.

Base Pay Range: $81,600 – $130,560 USD

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