Software Technical Account Manager - Dedrone

As a Technical Account Manager supporting Dedrone by Axon, you will be a key player in deploying and supporting Dedrone’s airspace security solutions directly within public safety environments. You will serve as an embedded technical owner, responsible for the day-to-day success of a hybrid hardware and software system operating in mission-critical environments.

Responsibilities

Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex issues across hardware, software, and integrated systems; Own System Operations: Serve as the primary onsite owner of Dedrone system performance, ensuring uptime, reliability, and operational success in live environments; Drive Deployments & Updates: Coordinate, schedule, and execute hardware and software deployments, including system upgrades, firmware updates, and release rollouts; Manage Hardware Lifecycle: Oversee hardware logistics including shipping/receiving, staging, redeployment, and RMA coordination; support system readiness and inventory tracking; Perform Testing & Validation: Conduct User Acceptance Testing (UAT) for hardware, firmware, and software releases to ensure successful deployment and performance; Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize operational impact; Advocate for Customers: Represent agency needs and feedback internally at Axon, capturing feature requests, workflow requirements, and product gaps; Support Program Development: Guide agencies in developing operational workflows, SOPs, and best practices for integrating Dedrone systems into public safety operations; Collaborate Across Teams: Work closely with cross-functional teams including engineering, product management, sales, and third-party vendors to ensure seamless delivery and support; Project Management & Coordination: Schedule and manage system updates, upgrades, and ongoing maintenance activities while aligning stakeholders across organizations; Training and Education: Provide role-based training to technical users, operators, and leadership; develop training materials and documentation to support adoption; Provide Onsite Support: Work onsite with customers to resolve issues, support deployments, and ensure ongoing success of Dedrone systems

Requirements

Education: Bachelor's degree in business administration, computer science, engineering, or a related field, or equivalent experience; Experience: 4+ years of experience in technical account management, field engineering, professional services, or a similar customer-facing role; Technical Expertise: Demonstrated experience supporting and deploying complex systems, including hybrid hardware/software environments and real-world implementations; Networking & Systems Knowledge: Strong understanding of networking fundamentals (routing, switching, DHCP, SNMP, PoE), system integrations, and troubleshooting distributed environments; Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor; Cross-Functional Collaboration: Experience working across engineering, product, sales, and support teams to deliver successful outcomes; Problem Solving: Strong skills in root cause analysis and troubleshooting across hardware, software, and integrated systems; Program & Project Management: Experience coordinating deployments, managing timelines, and aligning multiple stakeholders in complex environments; Flexibility: Willingness to work onsite in dynamic environments and be available outside normal business hours for critical issues; Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion; FAA Part 107 certification is required

Nice to have

System Administration: Familiarity with Linux or command-line interfaces and managing edge or embedded systems is preferred; Data Management and Reporting: Experience using tools such as Power BI, SQL, or similar platforms to support reporting and operational insights is a plus; Public Safety Experience: Experience working with or supporting law enforcement, public safety agencies, or security operations is preferred; Emerging Technology Exposure: Familiarity with drone/UAS systems, airspace management, or sensor-based technologies is a plus; Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus

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