Note: The job is a remote job and is open to candidates in USA. Axon is on a mission to Protect Life, addressing critical safety and justice issues through their devices and cloud software. They are seeking a Senior Technical Account Manager to serve as a primary technical advisor for enterprise customers, providing oversight, advocacy, and support for complex deployments.
Responsibilities
- Serve as the primary technical point of contact for assigned enterprise customers
- Build trusted relationships with technical teams, operations leaders, and stakeholders
- Develop a deep understanding of customer environments, business objectives, and constraints
- Advocate for customer needs across Product, Engineering, Support, and Sales
- Translate customer requirements into clear technical guidance and actionable outcomes
- Conduct regular technical health checks, system reviews, and deployment assessments
- Identify risks, misconfigurations, and adoption gaps before they become incidents
- Provide best-practice recommendations for configuration, scaling, and operational use
- Lead or support technical business reviews focused on system stability and adoption
- Align customer environments with product roadmap and long-term strategy
- Act as an escalation point for complex or high-impact technical issues
- Perform advanced troubleshooting across hardware, software, networking, and integrations
- Coordinate resolution efforts across Support, Engineering, Operations, and third-party vendors
- Communicate issue status, root cause, and remediation plans clearly to stakeholders
- Participate in incident response, post-incident reviews, and root-cause analysis
- Travel onsite to support: Hardware diagnostics and replacement, Network and infrastructure troubleshooting, Deployment recovery and critical operational failures
- Lead technical execution during onsite engagements
- Coordinate efforts between internal teams and customer stakeholders
- Document and operationalize lessons learned from onsite incidents
- Manage multiple customer engagements with defined fractional allocations
- Balance proactive work, reactive support, and internal initiatives across accounts
- Set clear expectations with customers regarding availability and engagement scope
- Track time, outcomes, and engagement health across assigned accounts
- Document common issues, solutions, and workflows in playbooks and knowledge bases
- Contribute to process improvements that enhance scalability and consistency
- Support internal initiatives such as tooling improvements, training, and onboarding
- Provide structured feedback to Product and Engineering based on customer usage
Skills
- 3–7+ years of experience in Technical Account Management
- Customer Success Engineering
- Solutions Engineering or Professional Services
- Enterprise technical support (hardware + software platforms)
- Experience supporting enterprise or public-sector customers in complex environments
- Strong troubleshooting skills across networking, hardware deployments, and SaaS platforms
- Ability to quickly learn and support multi-product technology stacks
- Comfortable working with IT, operations, and security teams
- Excellent written and verbal communication
- Ability to explain complex technical concepts to diverse audiences
- Strong customer presence in high-pressure situations
- Ability to operate independently while keeping stakeholders informed
- Willing and able to travel on short notice
- Valid driver's license
- Ability to work onsite at customer locations
- Comfortable supporting customers across multiple time zones
- Experience supporting retail or large distributed enterprise customers
- Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
- Experience with evidence.com or digital evidence management systems
- Certifications such as CCNA, Network+, Security+, or equivalent
- Experience with VMS, IP cameras, or network-connected physical security devices
Benefits
- 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
- Employee Resource Groups (ERGs)
- Office snacks
Company Overview
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