Technical Account Manager, Software Services

Summary

Join Axon and be a Force for Good. As a Technical Account Manager, you will provide frontline support for Axon's products and services to law enforcement agencies, resolving routine technical issues, assisting with deployments, and ensuring smooth daily operations.

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

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

Benefits

• Competitive salary
• 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