AxonSr. Software Technical Account Manager II
Your Impact
As a Senior Technical Account Manager (TAM) in the Enterprise organization, you will be the day‑to‑day technical leader for one of Axon’s strategic customers, building and sustaining a long‑term partnership. You’ll be the primary point of contact responsible for device lifecycle management (including RMA), incident response and RCA, network troubleshooting, and driving scalable process improvements across a large deployment. You’ll deliver technical best practices, enable broad operational adoption of Axon products, and translate customer needs into prioritized product and engineering outcomes. Working closely with internal and external cross‑functional teams, you’ll improve reliability, usability, and efficiency so the customer can operate with confidence—directly supporting Axon’s long‑term success in the Enterprise market.
What You’ll Do
Location: This role can be based out of the following locations: Memphis, TN, Pittsburgh, PA, or Plano, TX (4-5 days onsite). Periodic travel may be required for in-person training and company meetings.Reports to: Director, Enterprise Technical Account Management
- Serve as the technical trusted advisor and primary point of contact for a strategic Enterprise account.
- Achieve mastery of all Axon products, including body-worn cameras, Evidence.com, and Fusus.
- Own end-to-end device RMA: triage, vendor coordination, logistics, repair/replacement, tracking, and SLA adherence; continuously refine the workflow to scale with growth.
- Provide up to Tier-2 technical support; troubleshoot Wi Fi/cellular connectivity, mobile device management (MDM), syncing and upload issues; guide on site teams to resolution.
- Monitor fleet health and performance metrics, identify trends, and proactively propose engineering/product changes to reduce incidents.
- Drive cross functional initiatives with product, engineering, support, and operations to close feedback loops and prioritize improvements.
- Deliver regular business reviews, technical enablement, and operational guidance to external stakeholders to maximize platform value.
- Build and maintain runbooks, knowledge base articles, playbooks for RMA and common incidents, and training materials for customer and field teams.
- Lead pilots and rollout support for new firmware, hardware revisions, integrations, or configuration changes.
- Mentor and collaborate with other TAMs, support engineers, and field teams during high volume events.
- Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products.
- Champion a culture of technical excellence, accountability, and customer empathy.
What You Bring
- Bachelor’s Degree or equivalent work experience.
- 7+ years in technical account management or equivalent supporting hardware and software platforms at enterprise scale.
- Proven success managing enterprise relationships and complex technical projects.
- Strong technical aptitude in wireless networking; ability to diagnose and reproduce network-related device issues.
- Intermediate to advanced knowledge of cloud evidence management platforms, SaaS products, and enterprise IT systems.
- Ability to articulate at a technical level appropriate to the circumstance – i.e., for clients with varying levels of IT knowledge and skillset.
- Strong analytical mindset; comfortable making data-informed decisions and driving accountability through metrics.
- Excellent interpersonal skills with strong written and verbal communication skills.
- Comfortable working independently in a fast-paced, ambiguous environment.
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Preferred Qualifications
- Prior experience supporting retail or large distributed enterprise customers (retail experience a plus).
- Experience with mobile device management (MDM), network monitoring tools, packet capture/analysis, and diagnostic tooling.
- Familiarity with evidence.com or digital evidence management systems.
- Certifications: CCNA or equivalent networking cert, CompTIA Network+/Security+, or similar.
Benefits that Benefit You
- 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
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work