Axon
Public Safety
SoftwareTechnicalAccountManagerII
Neural analysis suggests this role is
optimal for Senior candidates.
“Software Technical Account Manager II at Axon. Skills: Customer success, Technical account management, Deployment, Adoption. Serve as primary technical point of contact. Diagnose and resolve complex technical issues”
Industry & Context.
Troubleshooting; Root-cause analysis; Problem solving
Onsite with customer agency, Obtain CJIS compliance, Maintain CJIS compliance, Handle sensitive information
What They're Looking For.
Must Have
4+ years technical account management, Experience supporting SaaS applications, Experience supporting cloud platforms, Experience supporting software deployments, Experience supporting integrated technology, Troubleshooting and root-cause analysis skills, Communicate effectively technical and non-technical stakeholders, Work across multiple teams, Manage competing priorities, Manage customer needs, Obtain and maintain CJIS compliance, Handle sensitive information appropriately
Nice to Have
Experience supporting public safety, Experience supporting law enforcement, Experience supporting government, Experience supporting mission-critical operations, Familiarity with CAD, Familiarity with RMS, Familiarity with CJIS standards, Familiarity with digital evidence systems, Familiarity with related public safety technologies, Experience with Power BI, Experience with SQL, Experience with dashboards, Experience with reporting tools, Experience with analytics platforms, Familiarity with AI-powered products, Familiarity with workflow automation, Familiarity with operational technology solutions, Relevant technical certifications
What You'll Do.
Serve as primary technical point of contact
Diagnose and resolve complex technical issues
Lead technical troubleshooting efforts
Coordinate root-cause analysis
Ensure timely resolution of issues
Maintain understanding of Axon ecosystem
Partner with deployment teams
Design Axon solutions
Configure Axon solutions
Implement Axon solutions
Support customer onboarding
Transition to steady-state operations
Help customers adopt new capabilities
Incorporate technology into workflows
Identify barriers to adoption
Recommend best practices
Support customers through changes
Build trusted relationships
Advocate for customer needs
Advocate for customer priorities
Conduct regular customer reviews
Provide guidance on product capabilities
Provide guidance on integrations
Provide guidance on usage patterns
Help customers understand technology support
Develop understanding of customer workflows
Develop understanding of customer environments
Identify opportunities to improve efficiency
Identify opportunities to improve product utilization
Identify opportunities to improve operational effectiveness
Support customer adoption of AI capabilities
Capture recurring workflow challenges
Capture customer feedback
Improve future deployments
Improve customer experiences
Contribute insights to teams
Utilize tools for customer insights
Utilize tools for operational decision-making
Assist customers with data integrations
Assist customers with reporting requirements
Assist customers with workflow visibility
Monitor customer health indicators
Monitor adoption metrics
Monitor technical performance trends
Use data to identify improvement opportunities
Use data for proactive customer engagement
Deliver advanced product training
Deliver technical education
Develop customer-facing documentation
Maintain customer-facing documentation
Develop best practices
Maintain best practices
Help agencies build confidence
Support knowledge transfer
Support operational readiness
Work onsite with customers
Support troubleshooting
Support operational success
Maintain awareness of customer environments
Maintain awareness of evolving customer needs
Support critical incidents
Support high-priority customer situations
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Support teams; Services teams; Deployment teams; Cross-functional teams
Communication Scope
Communicate effectively; Customer reviews; Product guidance; Technical education
Process & Methodology
Manage competing priorities
Full Job 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 at Axon, you're not working a ticket queue — you're embedded inside law enforcement agencies as the person they trust most. You own the relationship, you own the deployments, and you own the outcome. When something's escalating, you're on it. When adoption is stalling, you fix it. When a customer needs someone inside Axon advocating for their priorities, that's you. The role sits at the intersection of technical depth and genuine customer trust — and you'll operate largely independently, with real accountability and real visibility. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most. What You’ll Do Location: On-site with our customer agency in Palm Beach, Florida Reports To: Manager of Technical Account Management Services Technical Delivery & Support 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 Deployment & Adoption Partner with deployment teams to design,
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