Sr. Software Technical Account Manager II
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Job Location:
Seattle, OR - USA
Monthly Salary:
$ 141709 - 226734
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
As a Senior Technical Account Manager (TAM) in the Enterprise organization you will be the daytoday technical leader for one of Axons strategic customers building and sustaining a longterm partnership. Youll 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. Youll 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 crossfunctional teams youll improve reliability usability and efficiency so the customer can operate with confidencedirectly supporting Axons longterm success in the Enterprise market.
What Youll Do
Location: Bellevue WA (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 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
- Bachelors 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 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
The Pay: Axon is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The starting base pay for this role is between USD 141709 in the lowest geographic market and USD 226734 in the highest geographic market. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit Pay Range
$141709 - $226734 USD
Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If youre excited about this role and our mission to Protect Life but your experience doesnt align perfectly with every qualification listed here we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
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.
We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.
Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons 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. Were 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 Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Key Skills
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About Company
The Axon Network connects people, devices, and apps to protect life in all regards. From our TASER smart weapons, to police body cameras, to our industry-leading cloud-based evidence management software, we are the world’s premier public safety company and are committed to delivering ... View more
