Engineer IV

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 This isn’t a relationship management role—it’s an ownership role. In this embedded, agency‑facing role, you will serve as the primary owner of customer outcomes within a strategic account, supporting the end‑to‑end lifecycle of Axon’s ecosystem. You will combine deep technical expertise, operational leadership, and customer engagement to help agencies transform how they operate, adopt new technologies, and achieve measurable mission outcomes. Acting as a trusted advisor and onsite partner, you will bring together deployment, technical execution, workflow optimization, AI‑enabled capabilities, adoption, and executive engagement into a cohesive customer experience. You will help agencies realize value from their investment while creating feedback loops that influence product strategy, operational best practices, and future platform capabilities. The result: measurable customer outcomes, stronger partnerships, accelerated adoption, and continuous learning that improves both customer success and Axon’s products. What You’ll Do Lifecycle Ownership Lead end‑to‑end lifecycle execution across deployment, adoption, optimization, operational transformation, and ongoing success for strategic accounts Serve as the primary point of accountability for customer outcomes and operational success Operational Transformation Assess customer workflows, identify operational bottlenecks, and recommend process improvements that drive measurable outcomes Help customers redesign how work gets done through technology, automation, and AI‑enabled capabilities Technical Leadership Support multi‑product program delivery across hardware, software, digital evidence, AI solutions, and integrated workflows Provide onsite technical troubleshooting and coordinate root‑cause resolution across Product, Engineering, Support, and Services teams Ensure successful integration of Axon solutions into customer environments and workflows AI & Workflow Optimization Support adoption of AI‑powered capabilities across the Axon ecosystem Identify opportunities to improve efficiency, decision‑making, and operational outcomes through AI‑enabled workflows Help customers understand and implement new ways of working enabled by emerging technologies Executive & Customer Leadership Build trusted relationships with command staff, agency leadership, and operational stakeholders Lead QBRs, EBRs, mission reviews, and strategic planning discussions Help customers define success metrics and measure progress against mission objectives Product & Market Intelligence Capture customer insights, workflow patterns, adoption barriers, and operational challenges Share field intelligence with Product and Engineering teams to influence future roadmap decisions Contribute to the development of reusable playbooks, best practices, and operational frameworks Growth & Expansion Identify opportunities to deepen adoption and expand customer value Partner with Sales to support long‑term account strategy and expansion readiness Performance & Outcomes Track and support customer success metrics, including adoption, program health, CSAT, NPS, time‑to‑value, workflow improvements, and mission outcomes Support Sales – Post‑Sales onboarding and handoff, helping establish goals, success criteria, and accountability from day one Embedded Engagement Maintain a consistent onsite presence (approximately 4 days/week) to stay closely connected to agency operations and evolving needs What You Bring Experience in customer‑facing technical roles, program management, operational transformation, or complex deployment environments (typically 8+ years, though we encourage applicants with varied experience to apply) Comfort working across technical and operational domains, including hardware, software, networking, cloud services, AI‑enabled technologies, or integrated systems Strong communication skills, with the ability to engage effectively with both technical teams and senior stakeholders Experience supporting cross‑functional programs or initiatives involving multiple stakeholders and competing priorities Interest in helping organizations adopt new technologies, improve workflows, and achieve measurable outcomes Ability to understand both technical systems and the operational environments in which they are used A thoughtful, problem‑solving mindset with the ability to navigate ambiguity, identify patterns, and prioritize effectively Ability to work independently while collaborating closely with Product, Engineering, Sales, Support, and Services teams Commitment to delivering exceptional customer experiences and building trusted partnerships Ability to obtain and maintain CJIS compliance and adhere to security standards Location This position is based out of the greater Cincinnati area, working at customer sites 4 days per week with some travel. Benefits that Benefit You Competitive salary and 401(k) with employer match Discretionary paid time off Paid parental leave for all Medical, dental, and vision plans Fitness programs Emotional and mental wellness support Learning and development programs And yes, we have snacks in our offices Diversity & Inclusion 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. Some roles may also require legal eligibility to work in a firearms environment. #J-18808-Ljbffr