Software Technical Account Manager II (Traveling)

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. We work better together, connecting with candor and care, and seeking 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, grow professionally, and work for a mission that matters at a company where you matter. Your Impact As a Technical Account Manager, you will be a key player in deploying and supporting Axon's software solutions directly within law enforcement agencies. You will provide high‑level technical support, manage complex deployments, and foster strong customer relationships, serving as the primary point of contact for your assigned agencies. What You'll Do Location: Remote with 80% travel to agency locations in the US Reports To: Manager of Technical Account Management Services Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues. Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement software solutions, ensuring successful rollouts. Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality. Advocate for Customers: Represent agency needs and feedback internally to influence product development. Promote Best Practices: Guide agencies through change management, identifying pain points and providing solutions. Collaborate Across Teams: Work closely with engineering, product management, and sales to ensure a seamless experience. Data Management and Reporting: Use tools such as Microsoft Power BI, SQL Server, and Form Builder/JSON to build dashboards and support reporting. Training and Education: Provide advanced training and documentation to agency staff. Provide Onsite Support: Work onsite to resolve issues and meet agency needs promptly. What You Bring Education: Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience. Experience: 4+ years in technical account management or similar customer-facing role, preferably in public safety or software sectors. Technical Expertise: Experience deploying SaaS solutions, including configuration, testing, and troubleshooting. Customer Relationship Management: Proven ability to build trusted advisor relationships and advocate for customers. Cross-Functional Collaboration: Experience working with engineering, marketing, sales, and support teams. Problem Solving: Strong root cause analysis skills and familiarity with tools like Splunk, JIRA, and Salesforce. Technical Skills: Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage. Data Analytics and Reporting: Experience with Microsoft Power BI, SQL Server, and creating actionable insights. Flexibility: Willingness to work onsite 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: Previous support or work with law enforcement agencies. Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus. Law Enforcement Systems: Familiarity with RMS, CAD, and CJIS standards is highly desirable. 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 Base Pay Range: $93,286-$150,283 USD Don't meet every single requirement? That's OK. At Axon, we aim far and encourage candidates who align with our mission even if some qualifications differ. We are an equal opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion. We welcome applicants of all backgrounds and provide accommodations for disabilities during the application process (contact View email address on click.appcast.io). #J-18808-Ljbffr