Software Technical Account Manager II

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 at Axon, you’re not working a ticket queue - you’re embedded inside law enforcement agencies as the person they trust most. You own the relationship, you own the deployments, and you own the outcome. When something’s escalating, you’re on it. When adoption is stalling, you fix it. When a customer needs someone inside Axon advocating for their priorities, that’s you. The role sits at the intersection of technical depth and genuine customer trust - and you’ll operate largely independently, with real accountability and real visibility. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most. What You’ll Do Location: On-site with our customer agency in Palm Beach, Florida Reports To: Manager of Technical Account Management Services Technical Delivery & Support Serve as the primary technical point of contact for assigned agencies Diagnose and resolve complex technical issues across Ax’s software and integrated solutions Lead technical troubleshooting efforts and coordinate root‑cause analysis across Product, Engineering, Support, and Services teams Manage escalations and ensure timely resolution of customer‑impacting issues Maintain strong understanding of Ax’s hardware, software, cloud, and integrated technology ecosystem Deployment & Adoption Partner with deployment teams to design, configure, test, and implement Axon solutions Support successful onboarding and transition to steady‑state operations Help customers adopt new capabilities and incorporate technology into existing workflows Identify barriers to adoption and recommend best practices to improve utilization Support customers through operational and technology changes associated with new deployments Customer Partnership Build trusted relationships with technical and operational stakeholders within assigned agencies Serve as an advocate for customer needs and priorities within Axon Conduct regular customer reviews focused on technical health, adoption, and operational success Provide guidance on product capabilities, integrations, and recommended usage patterns Help customers understand how technology supports their operational objectives Workflow & Operational Improvement Develop an understanding of customer workflows and operational environments Identify opportunities to improve efficiency, product utilization, and operational effectiveness Support customer adoption of AI-powered capabilities across the Axon ecosystem Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences Contribute insights that help Product and Engineering teams better understand customer needs Data, Reporting & Analytics Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making Assist customers with data integrations, reporting requirements, and workflow visibility Monitor customer health indicators, adoption metrics, and technical performance trends Use data to identify opportunities for improvement and proactive customer engagement Training & Enablement Deliver advanced product training and technical education to customer stakeholders Develop and maintain customer-facing documentation and best practices Help agencies build confidence in using Axon’s solutions effectively Support knowledge transfer and operational readiness during deployments and upgrades Field Engagement Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success Maintain strong awareness of customer environments and evolving needs Support critical incidents and high‑priority customer situations when required What You Bring Required Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply) Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments Strong troubleshooting and root‑cause analysis skills Ability to communicate effectively with both technical and non-technical stakeholders Experience working across multiple teams to solve customer challenges and deliver successful outcomes Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments Strong organizational skills with the ability to manage competing priorities and customer needs Interest in helping customers adopt new technologies and improve operational effectiveness Ability to work independently while collaborating closely with cross-functional teams Commitment to delivering exceptional customer experiences Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately Preferred Experience supporting public safety, law enforcement, government, or mission‑critical operational environments Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms Familiarity with AI-powered products, workflow automation, or operational technology solutions Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.) Additional Information We recognize that candidates may bring strengths from different backgrounds and experiences. If your experience aligns closely with this role, we encourage you to apply. 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 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. Equal Opportunity Employment 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. 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