Professional Services 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 Professional Services Manager Field Services, you will serve as a customer-facing technical deployment expert responsible for implementing, configuring, validating, troubleshooting, and supporting Axon public safety technology in the field.

This is a highly hands-on role that combines technical expertise, field installation, project ownership, troubleshooting, and customer enablement. You will own deployments from pre-installation planning and site readiness through installation, configuration, commissioning, customer training, documentation, and successful handoff.

As part of Field Services, you will support multiple Axon technologies based on customer and business needs. Assignments may include Axon Fleet, Vehicle Intelligence / Automated License Plate Recognition (ALPR), Interview Room, and other supported Axon technologies.

You do not need to arrive as an expert in every Axon product. We are looking for someone with a strong technical foundation, hands-on field experience, excellent troubleshooting skills, and the ability to learn and support multiple technologies. You will work directly with public safety agencies, agency IT teams, command staff, technical stakeholders, third-party installation partners, and internal Axon teams to deliver a professional and consistent implementation experience.

What You'll Do

Location: Remote, United States

Travel: 80100%

Reports to: Manager, Professional Services

Lead Field Deployments

• Own assigned deployments from initial preparation through successful customer handoff.
• Serve as the onsite Axon technical lead and primary deployment point of contact.
• Install, configure, commission, validate, and support Axon hardware, software, cameras, networking equipment, and connected technologies.
• Perform pre-deployment technical reviews and verify site readiness, infrastructure, networking, power, access, and other prerequisites.
• Execute field commissioning and system validation testing.
• Manage multiple deployments, deadlines, and changing priorities while maintaining a high standard of technical execution.
• Identify potential deployment risks early and work with customers and internal teams to resolve them.
• Ensure installations are complete, professional, documented, and supportable.

Install & Configure Technology

Depending on the assignment, responsibilities may include:

• Installing and configuring network-connected hardware and software.
• Configuring IP cameras, Windows-based systems, routers, cellular devices, and supporting infrastructure.
• Installing, terminating, testing, and troubleshooting low-voltage cabling.
• Supporting vehicle-based technologies involving networking, wireless communications, Cradlepoint routers, and 12V DC systems.
• Deploying fixed-position cameras and associated networking, cellular, power, and communications infrastructure.
• Installing and configuring Interview Room hardware, cameras, software, and supporting infrastructure.
• Validating third-party and subcontractor installation quality against Axon standards.
• Providing technical direction to third-party installation teams when required.

Troubleshoot & Solve Complex Problems

• Troubleshoot hardware, software, networking, cellular connectivity, cameras, Windows systems, and system integrations.
• Diagnose connectivity issues involving TCP/IP, LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular networks.
• Use structured troubleshooting and root-cause analysis to determine whether issues originate within Axon technology, customer infrastructure, third-party systems, installation quality, or environmental conditions.
• Troubleshoot issues independently and determine when escalation is appropriate.
• Escalate product irregularities and complex technical issues to Product Management, Engineering, Technical Support, or other appropriate teams.
• Develop practical solutions to technical challenges while balancing deployment timelines, customer expectations, Axon standards, and long-term supportability.

Own the Customer Experience

• Build strong working relationships with customer technical and operational stakeholders.
• Engage professionally with Chiefs of Police, Sheriffs, Command Staff, IT Directors, Real Time Crime Center personnel, program managers, administrators, and end users.
• Serve as a trusted technical advisor regarding system configuration, infrastructure requirements, hardware placement, networking, and deployment best practices.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Set appropriate expectations when customer infrastructure or environmental conditions do not meet documented requirements.
• Balance customer operational needs with Axon technical standards and supported configurations.
• Maintain a professional, customer-focused presence throughout the deployment.

Train & Enable Customers

• Conduct technical and operational training for customer administrators, technical contacts, and end users.
• Train customers on the proper use and operation of deployed Axon technologies.
• Ensure customers understand system workflows and how the deployed technology integrates with their environment.
• Enable technical contacts to perform basic administration and self-service troubleshooting.
• Adapt training and technical explanations to the experience level and responsibilities of the audience.
• Ensure customers are prepared to successfully operate the solution after Field Services completes the deployment.

Document & Improve

• Create and maintain accurate site assessments, network diagrams, installation records, system configurations, and deployment reports.
• Maintain accurate internal project status and complete required administrative updates in a timely manner.
• Capture lessons learned and identify opportunities to improve deployment processes.
• Communicate product irregularities, customer feedback, and enhancement opportunities to appropriate internal teams.
• Contribute to Field Services standards, documentation, technical best practices, and repeatable deployment processes.
• Provide feedback that improves deployment quality, customer experience, and operational scalability.

Collaborate Across Axon

Work closely with teams including:

• Professional Services
• Customer Success
• Sales
• Solutions Engineering
• Product Management
• Engineering
• Technical Support
• Third-party installation partners

Field Services operates at the intersection of Axon technology and the customer environment. Strong collaboration and communication across these groups will be essential to your success.

What You Bring

Required Qualifications

• 3+ years of hands-on technical deployment, implementation, field service, professional services, systems integration, or comparable experience.
• Strong knowledge of TCP/IP networking and network troubleshooting.
• Experience deploying and troubleshooting technology in IP-based network environments.
• Working knowledge of LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular communications.
• Hands-on experience installing, configuring, supporting, or troubleshooting network-connected hardware and software.
• Working knowledge of Windows operating systems and applications.
• Strong troubleshooting and root-cause-analysis skills across hardware, software, networking, and infrastructure.
• Demonstrated experience working directly with customers in technical environments.
• Ability to independently own technical projects from preparation through completion.
• Ability to read and follow technical documentation, diagrams, installation standards, and defined deployment procedures.
• Strong written and verbal communication skills.
• Ability to explain technical concepts and train both technical and non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and adapt to changing field conditions.
• Ability to work independently with minimal supervision while contributing effectively within a larger team.
• Ability and willingness to travel extensively throughout the United States.
• Valid driver's license with an acceptable driving record.
• Ability to stand, bend, climb, stoop, and lift or carry equipment up to 75 pounds, with or without reasonable accommodation.

Preferred Qualifications

Experience in one or more of the following is