Senior Technical Account Manager

Responsibilities

• Serve as the primary technical point of contact and trusted advisor for assigned enterprise customers.
• Act as an escalation point for complex technical issues involving hardware, software, and networking.
• Conduct regular technical health checks, system reviews, and deployment assessments to identify risks.
• Perform advanced onsite troubleshooting for hardware diagnostics, network infrastructure, and deployment recovery.
• Advocate for customer needs across Product, Engineering, Support, and Sales teams.
• Manage multiple customer engagements using a fractional engagement model, balancing proactive and reactive work.
• Document common issues, solutions, and workflows in playbooks and internal knowledge bases.

Requirements

• 3–7+ years of experience in Technical Account Management, Customer Success Engineering, or Solutions Engineering.
• Proven experience in enterprise technical support involving both hardware and software platforms.
• Strong troubleshooting skills in networking, hardware deployments, and SaaS platforms.
• Ability to travel up to 50%, including short-notice and overnight trips.
• Valid driver's license and ability to work onsite at customer locations.
• Excellent written and verbal communication skills with the ability to explain complex technical concepts.

Preferred Qualifications

• Experience supporting retail or large distributed enterprise customers.
• Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools.
• Experience with digital evidence management systems or VMS/IP camera technology.
• Technical certifications such as CCNA, Network+, or Security+.

Benefits

• Competitive salary and 401(k) with employer match.
• Discretionary paid time off and paid parental leave.
• Comprehensive medical, dental, and vision plans.
• Fitness programs and emotional/mental wellness support.
• Learning and development programs and Employee Resource Groups (ERGs).

About the Company

Axon is on a mission to Protect Life. We build an ecosystem of devices and cloud software to address society’s most critical safety and justice issues. We are a fast-paced, mission-driven company where employees take ownership and drive real change.