Software Technical Account Manager; Fusus - Tucson

Overview

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

As a Technical Account Manager, you will be a key player in deploying and supporting Axon’s Fusus solution directly within law enforcement agencies. You will leverage your expertise in Axon products and services to provide high-level technical support, manage complex deployments, and foster strong customer relationships. You will serve as the primary point of contact for your assigned agencies, handling major technical issues, driving software adoption, and acting as an advocate for the customer within Axon.

Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.

Location: On-site in Tucson, AZ at Tucson PD a minimum of 4 days per week
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 Fusus.
• 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 Analysis 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.
• Providing on-demand Axon usage data for trends and insights via system dashboards including camera stability/uptime and FUSUS Core stability/uptime
• Monitor and adjust FUSUS, and Axon system data pipelines
• Manage existing FUSUS, and Axon system databases and connections to Customer sources

• 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…