Description

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, you will provide foundational technical and customer support for Axon's software solutions at small to mid-sized agencies. You will play a critical role in ensuring successful deployments, driving user adoption, and resolving day-to-day technical challenges. You'll develop your technical expertise, communication skills, and understanding of public safety workflows, directly impacting agency success and public safety outcomes.

What You'll Do

Location: Remote in the US with up to 80% travel
Reports To: Manager of Technical Account Management Services

• Lead Technical Support: Provide responsive troubleshooting and hands-on support for agency software issues, escalating as appropriate.
• Drive Deployments: Support software implementation activities including setup, testing, and validation under senior team guidance.
• Manage Crisis Situations: Assist in restoring functionality for customer-impacting issues with clear communication and follow-through.
• Advocate for Customers: Communicate agency challenges and feedback internally to drive awareness and follow-up.
• Promote Best Practices: Help agencies optimize their workflows using Axon's standard configurations and features.
• Collaborate Across Teams: Partner with peers and senior TAMs to ensure consistent, high-quality customer experiences.
• Data Management and Reporting: Use tools like Microsoft Power BI and Form Builder/JSON templates to manage data inputs and assist in generating basic dashboards.
• Training and Education: Deliver user-level training to agency staff on Axon products.
• Provide Onsite Support: Visit customer locations to support deployments, training, and troubleshooting.

What You Bring

• Education: Bachelor's degree in a relevant field or equivalent experience.
• Experience: 1-3 years in a technical or customer-facing role within software or SaaS support.
• Technical Expertise: Foundational understanding of SaaS systems, Windows OS, networking, and troubleshooting software applications.
• Customer Relationship Management: Ability to build rapport with agency staff and provide clear, consistent communication.
• Cross-Functional Collaboration: Willingness to work with internal teams and escalate effectively.
• Problem Solving: Strong analytical and troubleshooting skills, learning to use tools such as JIRA, Splunk, and Salesforce.
• Technical Skills: Exposure to Power BI, SQL, JSON, and data integration concepts.
• Flexibility: Willingness to travel and work nonstandard hours during critical incidents.
• Compliance: Ability to pass a CJIS background check and manage sensitive information responsibly.
• Experience in Public Safety: Familiarity with law enforcement workflows and terminology preferred.
• Certifications: Entry-level technical certifications are a plus.

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

#LI-Remote

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.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.