Software Technical Account Manager - Palm Beach

About the role

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.

Responsibilities

• 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
• Deploy and implement Axon solutions
• Support successful onboarding and transition to steady-state operations
• Help customers adopt new capabilities and incorporate technology into existing workflows
• Identify barriers to adoption and recommend best practices to improve utilization
• Support customers through operational and technology changes associated with new deployments
• Build trusted relationships with technical and operational stakeholders within assigned agencies
• Serve as an advocate for customer needs and priorities within Axon
• Conduct regular customer reviews focused on technical health, adoption, and operational success
• Provide guidance on product capabilities, integrations, and recommended usage patterns
• Help customers understand how technology supports their operational objectives
• Develop an understanding of customer workflows and operational environments
• Identify opportunities to improve efficiency, product utilization, and operational effectiveness
• Support customer adoption of AI-powered capabilities across the Axon ecosystem
• Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
• Contribute insights that help Product and Engineering teams better understand customer needs
• Utilize tools such as Power BI, SQL, dashboards, reporting platforms to support customer insights and operational decision-making
• Aid customers with data integrations, reporting requirements, and workflow visibility
• Monitor customer health indicators, adoption metrics, and technical performance trends
• Use data to identify opportunities for improvement and proactive customer engagement
• Deliver advanced product training and technical education to customer stakeholders
• Develop and maintain customer-facing documentation and best practices
• Support knowledge transfer and operational readiness during deployments and upgrades
• Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
• Maintain strong awareness of customer environments and evolving needs
• Support critical incidents and high-priority customer situations when required

Requirements

• Required Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)
• Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments
• Strong troubleshooting and root-cause analysis skills
• Ability to communicate effectively with both technical and non-technical stakeholders
• Experience working across multiple teams to solve customer challenges and deliver successful outcomes
• Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments
• Strong organizational skills with the ability to manage competing priorities and customer needs
• Interest in helping customers adopt new technologies and improve operational effectiveness
• Commitment to delivering exceptional customer experiences
• To work independently while collaborating closely with cross-functional teams
• Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

Preferred Experience

• Supporting public safety, law enforcement, government, or mission-critical operational environments
• Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies
• Familiarity with Power BI, SQL, dashboards, reporting tools, or analytics platforms
• Familiarity with AI-powered products, workflow automation, or operational technology solutions
• Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)

Qualifications

• Required: Bachelor's degree in Computer Science, Information Technology, or a related field
• Preferred: Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)

Skills

• Technical account management
• Customer-facing technical delivery
• Deployment support
• Root cause analysis
• Communication
• Networking concepts
• Cloud technologies
• System integrations
• Enterprise software environments
• Data analysis
• Product training
• Customer relationship management
• Workflow automation
• AI-powered products
• Operational technology solutions

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

Pay

TBD

Schedule

TBD

Benefits

TBD

Contact

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