Senior Technical Account Manager, Enterprise
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Job Location:
Scottsdale, AZ - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
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
- 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 & Reporting
- Location: Axon Hub (U.S.-based)
- Travel: Up to 50% travel including short-notice and overnight trips
- Reports To: Director Enterprise Technical Account Management
Travel & Logistics Requirements
- Willing and able to travel on short notice
- Valid drivers license
- Ability to work onsite at customer locations
- Comfortable supporting customers across multiple time zones
What Youll Do
Customer Technical Ownership & Advocacy
- 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
Proactive Technical Engagement & Health Management
- 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
Technical Support Escalation & Troubleshooting
- 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
Onsite Support & Rapid Response
- 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
Fractional Account Management & Time Allocation
- 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
Operational Excellence & Continuous Improvement
- 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
What You Bring
Experience & Background
- 37 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
Core Skills
- 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 or digital evidence management systems
- Certifications such as CCNA Network Security or equivalent
- Experience with VMS IP cameras or network-connected physical security devices
Benefits That Benefit You
- Competitive salary and 401(k) with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical Dental and Vision plans
- Fitness programs
- Emotional and mental wellness support
- Learning and development programs
- Employee Resource Groups (ERGs)
- Office snacks
Benefits may vary depending on employment type and location.
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.
Required Experience:
Manager
Key Skills
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
