Software Technical Account Manager II

Location:

Atlanta, Georgia, United States

Location: Must be based within an hour of an Axon Hub Location (Atlanta), remote with 80% travel to agency locations in the US
Reports To: Manager of Technical Account Management Services

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
• Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
• Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
• Collaborate Across Teams: Work closely with cross‑functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
• Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
• Training and
  
  Education:
  
  Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well‑equipped to use the tools effectively.
• Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

• Education: Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience.
• Experience: 4+ years of experience in a technical account management or similar customer‑facing role, preferably within the public safety or software sectors.
• Technical Expertise: Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
• Cross‑Functional
  
  Collaboration:
  
  Experience working with cross‑functional teams (engineering, marketing, sales, customer support) to deliver high‑quality support and product improvements.
• Problem Solving: Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
• Technical
  
  Skills:
  
  Advanced knowledge of Windows OS, networking (routing, switching, Wi‑Fi), cloud solutions, virtualization, and storage.
• Data Analytics and Reporting: Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
• Flexibility: Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
• Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
• Advanced Technical
  
  Skills:
  
  Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
• Experience in Public Safety: Previous experience supporting or working with public safety or law enforcement agencies.
• Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
• Law Enforcement Systems: Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.
• Background Compliance: Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support

Benefits listed herein may vary depending on the nature of your employment and the location where you work

The above job…