Technical Account Manager - Dedrone

Job Description: Software Technical Account Manager (L-7) Dedrone 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‑time 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. Location / Reporting Location: On‑site in New York City with the NYC OTI Reports To: Manager of Technical Account Management Services What You'll Do 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 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 Equal Opportunity Employer 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 View email address on click.appcast.io. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. #J-18808-Ljbffr National Society for Black Engineers