Axon is looking for a Technical Account Manager to serve as the primary point of contact for key customers, fostering long-term strategic partnerships and ensuring stakeholders achieve operational goals using Axon's products.
Requirements
- 5+ years of IT experience in a support or deployment role.
- Software image creation and maintenance.
- Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
- Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
- Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
- API integrations and SAAS applications.
- JSON (JavaScript Object Notation) Knowledge
Responsibilities
- Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
- Serve as the primary technical liaison between Axon and the customers.
- Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
- Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
- Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).
- Assist in customer security assessments and vendor refresh assessments for major architectural changes.
- Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension.
Other
- US Citizenship (required for working with sensitive government data; must pass security clearance).
- Experience working with law enforcement and/or government entities.
- Proven track record of managing customer relationships and technical projects successfully.
- Ability to work autonomously to meet objectives with minimal oversight.
- Bilingual proficiency in Spanish and English is required.
