Sr Software Technical Account Manager

Your Impact

The Technical Account Manager supports enterprise customers through a shared, fractional engagement model. Approximately 25% of this full-time role - about 10 hours per week - is dedicated to a healthcare enterprise customer. The remaining capacity provides flexible technical and field support across other Enterprise deployments, break-fix events, training engagements, and Professional Services initiatives.

You will combine the ongoing ownership and escalation leadership of a Technical Account Manager with the hands-on configuration, training, and onsite judgment of a field deployment professional. You will help customers adopt Axon technology confidently, stabilize issues quickly, and build operating practices that continue after you leave the room.The healthcare account is the anchor engagement, not the full scope of the position. The role is designed for someone who values variety, can protect a defined customer allocation, and is willing to travel when another Enterprise customer needs deployment or rapid-response support.

What You’ll Do 

Location: Remote - Near Axon Hub (Scottsdale, Boston or Atanta)
Travel: Up to 50% travel requirement, including short-notice and overnight travel during deployments, training, or critical break-fix events. 

What You Will Do

Healthcare Customer Ownership and Adoption: 

• Serve as the primary technical advisor for an assigned healthcare enterprise customer within a defined fractional allocation.
• Support the readiness, deployment, and operational adoption of Axon hardware and software.
• Build trusted relationships with customer security, operations, IT, program, and other key stakeholders.
• Guide configuration, device and user readiness, administrator enablement, training, issue triage, escalation, and transition into steady-state use.
• Conduct regular health and risk reviews, identify misconfiguration or adoption gaps, and recommend practical next steps before issues become incidents.
• Set clear expectations regarding availability, scope, ownership, and escalation so the customer feels supported without creating ambiguity around the engagement model.
• Communicate technical constraints, tradeoffs, risks, issue status, root cause, and remediation plans clearly to both technical and non-technical audiences.

Enterprise Deployment and Field Response: 

• Travel onsite to support customer deployments, configuration, testing, go-live activities, training, deployment recovery, and high-impact break-fix needs.
• Perform hands-on troubleshooting across hardware, devices, user or account configuration, SaaS platforms, local connectivity, and customer workflows.
• Coordinate resolution efforts across Support, Product, Engineering, Professional Services, Fulfillment, Operations, and third-party partners.
• Support additional enterprise accounts, trials, strategic projects, and temporary coverage gaps based on priority and available capacity.
• Lead technical execution in the room when plans change, customer readiness is incomplete, or multiple stakeholders need a clear path forward.
• Document and operationalize lessons learned from deployments and incidents so future engagements are faster and more consistent.

Training, Change and Customer Enablement: 

• Deliver practical training and enablement to frontline users, administrators, IT teams, and leaders.
• Adapt training, configuration, and engagement plans based on audience readiness, workflow realities, and customer feedback.
• Address hesitation or resistance to new technology with empathy, clarity, and appropriate boundaries, particularly in privacy-sensitive and policy-governed environments.
• Confirm that customers understand not only how to use the technology, but why it is configured a certain way and how to get help after the engagement.

Fractional Account Management and Operational Excellence: 

• Balance proactive account work, reactive support, field assignments, and internal initiatives across defined allocations.
• Prioritize based on customer impact, operational risk, urgency, scope, and available capacity; make tradeoffs visible early.
• Track commitments, decisions, risks, outcomes, and engagement health across assigned work.
• Create or improve playbooks, checklists, knowledge articles, training materials, onboarding resources, and reporting that increase scalability.
• Provide structured customer and field feedback to Product, Engineering, Support, Sales, and Customer Success.

What You Bring

Required Experience and Skills: 

• 4+ years of relevant experience in technical implementation, Professional Services, Technical Account Management, Customer Success Engineering, field deployment, solutions delivery, or enterprise technical support.
• Demonstrated experience implementing or supporting a hardware-plus-SaaS solution in a customer environment.
• Hands-on experience configuring, testing, troubleshooting, or supporting devices and cloud-based platforms.
• Experience delivering live training or enablement to frontline users, administrators, operational teams, or other customer audiences.
• Working knowledge of networking fundamentals, including IP addressing, Wi-Fi, DNS, routing, firewall or egress dependencies, and how local infrastructure affects cloud-connected technology.
• Strong customer presence and the ability to remain calm, structured, and credible during escalations, visible deployment issues, or difficult conversations.
• Ability to explain complex technical concepts to diverse audiences without relying on jargon.
• Ability to work independently, manage multiple customer priorities, protect defined allocations, and keep stakeholders informed.
• Willingness and ability to travel on short notice, work onsite at customer locations, support multiple time zones, and maintain a valid driver's license.

Preferred Qualifications: 

• Experience supporting healthcare, hospital security, clinical operations technology, or another regulated and privacy-sensitive environment.
• Experience with body-worn cameras, digital evidence management systems, Evidence.com, mobile device programs, video security, or other network-connected physical-security technology.
• Experience with device provisioning, MDM, ticketing systems, project tracking tools, network monitoring, or packet-analysis tools.
• Certifications such as Network+, Security+, CCNA, project management, change management, adult learning, or equivalent demonstrated expertise.
• Experience turning recurring customer issues or field lessons into playbooks, training improvements, or scalable process changes.

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
• Employee Resource Groups (ERGs)
• 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.