Senior Technical Account Manager, Enterprise

Axon•San Francisco, CA

1d•Remote

About The Position

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. 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 driver’s license Ability to work onsite at customer locations Comfortable supporting customers across multiple time zones What You’ll 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

Requirements

3–7+ 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
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
Willing and able to travel on short notice
Valid driver’s license
Ability to work onsite at customer locations
Comfortable supporting customers across multiple time zones

Nice To Haves

Experience supporting retail or large distributed enterprise customers
Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
Experience with evidence.com or digital evidence management systems
Certifications such as CCNA, Network+, Security+, or equivalent
Experience with VMS, IP cameras, or network-connected physical security devices

Responsibilities

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
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
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
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
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
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