About the Role
Title: Technical Account Manager (Remote)
Location: United States
Job Description:
Join Axon and be a Force for Good.
At Axon, were on a mission to Protect Life. Were explorers, pursuing societys 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, youll 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
You are an authority on all Axon products & services, working directly with law enforcement agencies providing technical support and customer service Monday through Friday. Given how critical your role is, you will also be ready to be called on by the agency for help at any moment. You serve as the primary point of support, nding solutions to large problems and advising the agency on best practices. You act as a change manager who identies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon. This role supports several agencies with their Records Management Systems (RMS) and Standards System, serving as an integral part of saving lives.
What Youll Do
Location: Remote from anywhere in the US, with up to 75% travel
Reports To: Manager of Technical Account Management Services
Direct Reports: 0
- Your goal is to provide excellent technical support for Axons RMS and/or Standards products daily to our agencies making sure their expectations are exceeded
- You collaborate daily with both agencies and internal employees for smooth resolution to issues
- You have high availability and will assist agencies if any issues occur outside of normal business hours
- You document any processes or issues, and provide feedback and suggestions to the internal team for improvements
- Manage any requested projects or assignments involving your agencies, acting as liaison between Axon and agencies
- Work with agencies through change management processes to effectively adopt Axons software
- Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
- Support Software Integrations and Datastore/Datawarehouse Management
- Troubleshoot agency issues and work with engineering and product teams through resolution
- Spend up to 3 days on site per month with assigned agencies resolving issues & answering questions related to Axons mission critical products
What You Bring
- Bachelors degree in business administration or related field OR 4+ yrs of relative experience
- Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
- Ability to do reverse engineering, searching logs and root cause analysis
- Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
- Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
- Basic knowledge of computer hardware, operating systems, and storage devices
- Ability to effectively communicate with various people including customers, colleagues, and across departments
- Experience using Splunk, JIRA, and/or Salesforce is preferred
- Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights is preferred
- Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred
- Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is preferred
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information.