Technical Account Manager

Summary

Join Axon as a Technical Account Manager and provide frontline support for Axon's products and services to law enforcement agencies. You will resolve technical issues, assist with deployments, and ensure smooth daily operations. Working closely with agency stakeholders, you will facilitate software adoption and promote best practices. This role involves up to 80% travel within the U.S. and requires strong technical skills, excellent communication, and experience in customer service. The position offers competitive benefits, including paid time off, parental leave, and various health and wellness programs.

Requirements

• Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience
• 2+ years of relevant experience in technical support, customer service and SaaS deployment
• Basic understanding of software deployments, troubleshooting, and IT infrastructure (e.g., operating systems, networks, cloud solutions)
• Ability to perform root cause analysis and resolve routine issues independently
• Excellent verbal and written communication skills with an emphasis on customer interaction
• Proven ability to manage relationships with diverse stakeholders, including clients, partners, and internal teams
• Experience working in a collaborative team environment, able to support and learn from peers
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information

Responsibilities

• Provide Technical Support: Serve as the primary contact for technical support, responding to routine inquiries and troubleshooting minor issues with Axon's products and services
• Assist in Deployments: Support the deployment team in configuring, testing, and deploying Axon products at customer sites
• Facilitate Software Adoption: Work with law enforcement agencies to identify pain points and ensure smooth onboarding and adoption of Axon software
• Maintain Customer Relationships: Build and maintain positive relationships with customers to promote long-term engagement and product usage
• Document and Report: Keep accurate records of issues, resolutions, and suggestions for product improvements to aid in enhancing the customer experience
• Training and Education: Provide basic training to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively
• Collaborate with Cross-Functional Teams: Work closely with internal teams, including engineering and product teams, to communicate customer needs and feedback
• Participate in Continuous Improvement: Contribute to team meetings and provide insights to improve support processes and customer satisfaction
• Provide Onsite Support: Spend up to 3 weeks per month onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly

Preferred Qualifications

• Previous experience supporting or working with public safety or law enforcement agencies is a plus
• Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus
• Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable
• Experience using tools like Microsoft Power BI, SQL Server, JIRA, or Salesforce is preferred

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