Software Technical Account Manager - Virginia

As a Technical Account Manager at Axon, you will help public safety agencies successfully deploy, adopt, and operate mission-critical technology. You will serve as a trusted technical partner, helping customers navigate complex deployments, resolve challenging issues, and maximize the value of Axon's solutions within their environment. This role sits at the intersection of technical expertise, customer engagement, and operational success. You will work closely with agency stakeholders, deployment teams, Product, Engineering, and Support to ensure customers successfully integrate Axon technology into their daily operations. Beyond solving technical challenges, you will help customers improve adoption, optimize workflows, and realize greater value from their investment while providing critical feedback that helps improve Axon's products and services. The result: successful deployments, stronger adoption, improved customer experiences, and technology that helps protect life and improve public safety outcomes.

Responsibilities

Serve as the primary technical point of contact for assigned agencies; Diagnose and resolve complex technical issues across Axon's software and integrated solutions; Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams; Manage escalations and ensure timely resolution of customer-impacting issues; Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem; Partner with deployment teams to design, configure, test, and implement Axon solutions; Support successful onboarding and transition to steady-state operations; Help customers adopt new capabilities and incorporate technology into existing workflows; Identify barriers to adoption and recommend best practices to improve utilization; Build trusted relationships with technical and operational stakeholders within assigned agencies; Serve as an advocate for customer needs and priorities within Axon; Conduct regular customer reviews focused on technical health, adoption, and operational success; Provide guidance on product capabilities, integrations, and recommended usage patterns; Develop an understanding of customer workflows and operational environments; Identify opportunities to improve efficiency, product utilization, and operational effectiveness; Support customer adoption of AI-powered capabilities across the Axon ecosystem; Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making; Assist customers with data integrations, reporting requirements, and workflow visibility; Monitor customer health indicators, adoption metrics, and technical performance trends; Deliver advanced product training and technical education to customer stakeholders; Develop and maintain customer-facing documentation and best practices; Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success; Support critical incidents and high-priority customer situations when required

Requirements

Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply); Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments; Strong troubleshooting and root-cause analysis skills; Ability to communicate effectively with both technical and non-technical stakeholders; Experience working across multiple teams to solve customer challenges and deliver successful outcomes; Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments; Strong organizational skills with the ability to manage competing priorities and customer needs; Interest in helping customers adopt new technologies and improve operational effectiveness; Ability to work independently while collaborating closely with cross-functional teams; Commitment to delivering exceptional customer experiences; Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

Nice to have

Experience supporting public safety, law enforcement, government, or mission-critical operational environments; Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies; Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms; Familiarity with AI-powered products, workflow automation, or operational technology solutions; Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)

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