Senior Technical Account Manager, Enterprise

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.

• The Remote Technical Advisor supports enterprise customers through a shared, fractional engagement model. This role is designed for mid-size, multi-product deployments that require strong technical oversight and customer advocacy, without a fully embedded onsite resource.
• The Remote Technical Advisor serves as a trusted technical advisor, escalation point, and deployment partner. While primarily remote, this role must be capable of rapid onsite response to troubleshoot complex issues, particularly those involving hardware, networking, or deployment blockers.
• When not fully allocated to customer engagements, the Remote Technical Advisor contributes to Professional Services Operations (PSO) initiatives, process improvements, internal enablement, and large enterprise deployments.

• Location: Axon Hub (U.S.-based)
• Travel: Up to 50% travel, including short-notice and overnight trips
• Reports To: Director, Enterprise Technical Account Management

• Willing and able to travel on short notice
• Valid driver’s license
• Ability to work onsite at customer locations
• Comfortable supporting customers across multiple time zones

• Serve as the primary technical point of contact for assigned enterprise customers
• Build trusted relationships with technical teams, operations leaders, and stakeholders
• Develop a deep understanding of customer environments, business objectives, and constraints
• Advocate for customer needs across Product, Engineering, Support, and Sales
• Translate customer requirements into clear technical guidance and actionable outcomes

• Conduct regular technical health checks, system reviews, and deployment assessments
• Identify risks, misconfigurations, and adoption gaps before they become incidents
• Provide best-practice recommendations for configuration, scaling, and operational use
• Lead or support technical business reviews focused on system stability and adoption
• Align customer environments with product roadmap and long-term strategy

• Act as an escalation point for complex or high-impact technical issues
• Perform advanced troubleshooting across hardware, software, networking, and integrations
• Coordinate resolution efforts across Support, Engineering, Operations, and third-party vendors
• Communicate issue status, root cause, and remediation plans clearly to stakeholders
• Participate in incident response, post-incident reviews, and root-cause analysis

• Travel onsite to support:
• Hardware diagnostics and replacement
• Network and infrastructure troubleshooting
• Deployment recovery and critical operational failures
• Lead technical execution during onsite engagements
• Coordinate efforts between internal teams and customer stakeholders
• Document and operationalize lessons learned from onsite incidents

• Manage multiple customer engagements with defined fractional allocations
• Balance proactive work, reactive support, and internal initiatives across accounts
• Set clear expectations with customers regarding availability and engagement scope
• Track time, outcomes, and engagement health across assigned accounts

• Document common issues, solutions, and workflows in playbooks and knowledge bases
• Contribute to process improvements that enhance scalability and consistency
• Support internal initiatives such as tooling improvements, training, and onboarding
• Provide structured feedback to Product and Engineering based on customer usage

• 3–7+ years of experience in:
• Technical Account Management
• Customer Success Engineering
• Solutions Engineering or Professional Services
• Enterprise technical support (hardware + software platforms)
• Experience supporting enterprise or public-sector customers in complex environments
• Strong troubleshooting skills across networking, hardware deployments, and SaaS platforms
• Ability to quickly learn and support multi-product technology stacks
• Comfortable working with IT, operations, and security teams

• Excellent written and verbal communication
• Ability to explain complex technical concepts to diverse audiences
• Strong customer presence in high-pressure situations
• Ability to operate independently while keeping stakeholders informed
• Preferred Qualifications
• Experience supporting retail or large distributed enterprise customers
• Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
• Experience with evidence.com or digital evidence management systems
• Certifications such as CCNA, Network+, Security+, or equivalent
• Experience with VMS, IP cameras, or network-connected physical security devices

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.

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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 [email protected].  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 [email protected].