Sr. Software Technical Account Manager II Seattle, Washington, Seattle, Washington

Location:

Seattle, Washington, United States

Location: Bellevue, WA (4-5 days onsite). Periodic travel may be required for in-person training and company meetings.
Reports to: Director, Enterprise Technical Account Management

• Serve as the technical trusted advisor and primary point of contact for a strategic Enterprise account.
• Achieve mastery of all Axon products, including body-worn cameras, , and Fusus.
• Own end-to-end device RMA: triage, vendor coordination, logistics, repair/replacement, tracking, and SLA adherence; continuously refine the workflow to scale with growth.
• Provide up to Tier-2 technical support; troubleshoot Wi Fi/cellular connectivity, mobile device management (MDM), syncing and upload issues; guide on site teams to resolution.
• Monitor fleet health and performance metrics, identify trends, and proactively propose engineering/product changes to reduce incidents.
• Drive cross functional initiatives with product, engineering, support, and operations to close feedback loops and prioritize improvements.
• Deliver regular business reviews, technical enablement, and operational guidance to external stakeholders to maximize platform value.
• Build and maintain runbooks, knowledge base articles, playbooks for RMA and common incidents, and training materials for customer and field teams.
• Lead pilots and rollout support for new firmware, hardware revisions, integrations, or configuration changes.
• Mentor and collaborate with other TAMs, support engineers, and field teams during high volume events.
• Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products.
• Champion a culture of technical excellence, accountability, and customer empathy.

• Bachelor’s Degree or equivalent work experience.
• 7+ years in technical account management or equivalent supporting hardware and software platforms at enterprise scale.
• Proven success managing enterprise relationships and complex technical projects.
• Strong technical aptitude in wireless networking; ability to diagnose and reproduce network-related device issues.
• Intermediate to advanced knowledge of cloud evidence management platforms, SaaS products, and enterprise IT systems.
• Ability to articulate at a technical level appropriate to the circumstance – i.e., for clients with varying levels of IT knowledge and skillset.
• Strong analytical mindset; comfortable making data-informed decisions and driving accountability through metrics.
• Excellent interpersonal skills with strong written and verbal communication skills.
• Comfortable working independently in a fast-paced, ambiguous environment.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

• Experience with mobile device management (MDM), network monitoring tools, packet capture/analysis, and diagnostic tooling.
• Familiarity with evidence.comor digital evidence management systems.
• Certifications:
  
  CCNA or equivalent networking cert, CompTIA Network+/Security+, or similar.

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

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

The Pay:
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 141,709 in the lowest geographic market and USD 226,734 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors.

Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit

Axon is a total compensation company, meaning compensation is…