Technical Account Manager - Dedrone

Location:

New York, New York, United States

As a Technical Account Manager supporting Dedrone by Axon, you will be a key player in deploying and supporting Dedrone’s airspace security solutions directly within public safety environments. You will serve as an embedded technical owner, responsible for the day-to-day success of a hybrid hardware and software system operating in mission‑critical environments. You will act as the primary point of contact for assigned agencies, managing system performance, coordinating deployments and updates, and ensuring long‑term operational success.

In addition to providing technical support, you will guide customers in building and sustaining Drone as First Responder (DFR) and counter‑UAS programs, helping integrate Dedrone solutions into broader agency workflows.

Location:

On‑site in New York City with the NYC OTI.

Reports To:

Manager of Technical Account Management Services.

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex issues across hardware, software, and integrated systems.
• Own System Operations: Serve as the primary onsite owner of Dedrone system performance, ensuring uptime, reliability, and operational success in live environments.
• Drive Deployments & Updates: Coordinate, schedule, and execute hardware and software deployments, including system upgrades, firmware updates, and release rollouts.
• Manage Hardware Lifecycle: Oversee hardware logistics including shipping/receiving, staging, redeployment, and RMA coordination; support system readiness and inventory tracking.
• Perform Testing & Validation: Conduct User Acceptance Testing (UAT) for hardware, firmware, and software releases to ensure successful deployment and performance.
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize operational impact.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, capturing feature requests, workflow requirements, and product gaps.
• Support Program Development: Guide agencies in developing operational workflows, SOPs, and best practices for integrating Dedrone systems into public safety operations.
• Collaborate Across Teams: Work closely with cross‑functional teams including engineering, product management, sales, and third‑party vendors to ensure seamless delivery and support.
• Project Management & Coordination: Schedule and manage system updates, upgrades, and ongoing maintenance activities while aligning stakeholders across organizations.
• Training and
  
  Education:
  
  Provide role‑based training to technical users, operators, and leadership; develop training materials and documentation to support adoption.
• Provide Onsite Support: Work onsite with customers to resolve issues, support deployments, and ensure ongoing success of Dedrone systems.

• Education: Bachelor’s degree in business administration, computer science, engineering, or a related field, or equivalent experience.
• Experience: 4+ years of experience in technical account management, field engineering, professional services, or a similar customer‑facing role.
• Technical Expertise: Demonstrated experience supporting and deploying complex systems, including hybrid hardware/software environments and real‑world implementations.
• Networking & Systems Knowledge: Strong understanding of networking fundamentals (routing, switching, DHCP, SNMP, PoE), system integrations, and troubleshooting distributed environments.
• System Administration: Familiarity with Linux or command‑line interfaces and managing edge or embedded systems is preferred.
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor.
• Cross‑Functional
  
  Collaboration:
  
  Experience working across engineering, product, sales, and support teams to deliver successful outcomes.
• Problem Solving: Strong skills in root cause analysis and troubleshooting across hardware, software, and integrated systems.
• Progra…