Sr. Software Technical Account Manager II

Описание вакансии

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 Senior Technical Account Manager (TAM) in the Enterprise organization, you will be the day‑to‑day technical leader for one of Axon’s strategic customers, building and sustaining a long‑term partnership. You’ll be the primary point of contact responsible for device lifecycle management (including RMA), incident response and RCA, network troubleshooting, and driving scalable process improvements across a large deployment. You’ll deliver technical best practices, enable broad operational adoption of Axon products, and translate customer needs into prioritized product and engineering outcomes. Working closely with internal and external cross‑functional teams, you’ll improve reliability, usability, and efficiency so the customer can operate with confidence—directly supporting Axon’s long‑term success in the Enterprise market.

What You’ll Do

Location: This role can be based out of the following locations:Memphis, TN, Pittsburgh, PA, or Plano, TX (4-5 days onsite). Periodic travel may be required for in-person training and company meetings.

Reports to: Director, Enterprise Technical Account Management

• Serve as the technical trusted advisor and primary point of contact for a strategic Enterprise account.
• Achieve mastery of all Axon products, including body-worn cameras, Evidence.com, and Fusus.
• Own end-to-end device RMA: triage, vendor coordination, logistics, repair/replacement, tracking, and SLA adherence; continuously refine the workflow to scale with growth.
• Provide up to Tier-2 technical support; troubleshoot Wi Fi/cellular connectivity, mobile device management (MDM), syncing and upload issues; guide on site teams to resolution.
• Monitor fleet health and performance metrics, identify trends, and proactively propose engineering/product changes to reduce incidents.
• Drive cross functional initiatives with product, engineering, support, and operations to close feedback loops and prioritize improvements.
• Deliver regular business reviews, technical enablement, and operational guidance to external stakeholders to maximize platform value.
• Build and maintain runbooks, knowledge base articles, playbooks for RMA and common incidents, and training materials for customer and field teams.
• Lead pilots and rollout support for new firmware, hardware revisions, integrations, or configuration changes.
• Mentor and collaborate with other TAMs, support engineers, and field teams during high volume events.
• Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products.
• Champion a culture of technical excellence, accountability, and customer empathy.

What You Bring

• Bachelor’s Degree or equivalent work experience.
• 7+ years in technical account management or equivalent supporting hardware and software platforms at enterprise scale.
• Proven success managing enterprise relationships and complex technical projects.
• Strong technical aptitude in wireless networking; ability to diagnose and reproduce network-related device issues.
• Intermediate to advanced knowledge of cloud evidence management platforms, SaaS products, and enterprise IT systems.
• Ability to articulate at a technical level appropriate to the circumstance – i.e., for clients with varying levels of IT knowledge and skillset.
• Strong analytical mindset; comfortable making data-informed decisions and driving accountability through metrics.
• Excellent interpersonal skills with strong written and verbal communication skills.
• Comfortable working independently in a fast-paced, ambiguous environment.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Preferred Qualifications

• Prior experience supporting retail or large distributed enterprise customers (retail experience a plus).
• Experience with mobile device management (MDM), network monitoring tools, packet capture/analysis, and diagnostic tooling.
• Familiarity with evidence.com or digital evidence management systems.
• Certifications: CCNA or equivalent networking cert, CompTIA Network+/Security+, or similar.

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
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

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.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

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.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.