Software Technical Account Manager II (Traveling) New York, New York, United States New York, N[...]

Location: New York, New York, United States Join Axon and be a Force for Good. Your Impact What You’ll Do Location: Must be based within an hour of an Axon Hub 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 with Axon's products and services. Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts. Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations. Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements. Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption. Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience. Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs. Training and Education: Provide advanced training and training documentation to agency staff on Axon's products and services, ensuring they are well-equipped to use the tools effectively. Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly. What You Bring Education: Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience. Experience: 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors. Technical Expertise: Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications. Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers. Cross-Functional Collaboration: Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements. Problem Solving: Strong skills in root cause analysis, troubleshooting, and the use of 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 data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights. Flexibility: Willingness to work onsite with customers and be available outside of normal business hours for critical issues. Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion. Advanced Technical Skills: Experience building custom dashboards, writing SQL queries, and using advanced analytics tools. Experience in Public Safety: Previous experience supporting or working with public safety or law enforcement agencies. Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus. Law Enforcement Systems: Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable. Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Fitness Programs Emotional & Mental Wellness support Benefits listed herein may vary depending on the nature of your employment and the location where you work Base Pay Range

$98,010 — $156,816 USD

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. 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. 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 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 Axon Enterprise