Note: The job is a remote job and is open to candidates in USA. Axon is a company focused on public safety and justice technology through connected devices and cloud software. The Senior Software Technical Account Manager supports enterprise customers through technical account ownership, deployment, configuration, training, troubleshooting, escalation management, and customer enablement across healthcare and other enterprise environments.
Responsibilities
- Serve as the primary technical advisor for an assigned healthcare enterprise customer within a defined fractional allocation
- Support the readiness, deployment, and operational adoption of Axon hardware and software
- Build trusted relationships with customer security, operations, IT, program, and other key stakeholders
- Guide configuration, device and user readiness, administrator enablement, training, issue triage, escalation, and transition into steady-state use
- Conduct regular health and risk reviews, identify misconfiguration or adoption gaps, and recommend practical next steps before issues become incidents
- Set clear expectations regarding availability, scope, ownership, and escalation so the customer feels supported without creating ambiguity around the engagement model
- Communicate technical constraints, tradeoffs, risks, issue status, root cause, and remediation plans clearly to both technical and non-technical audiences
- Travel onsite to support customer deployments, configuration, testing, go-live activities, training, deployment recovery, and high-impact break-fix needs
- Perform hands-on troubleshooting across hardware, devices, user or account configuration, SaaS platforms, local connectivity, and customer workflows
- Coordinate resolution efforts across Support, Product, Engineering, Professional Services, Fulfillment, Operations, and third-party partners
- Support additional enterprise accounts, trials, strategic projects, and temporary coverage gaps based on priority and available capacity
- Lead technical execution in the room when plans change, customer readiness is incomplete, or multiple stakeholders need a clear path forward
- Document and operationalize lessons learned from deployments and incidents so future engagements are faster and more consistent
- Deliver practical training and enablement to frontline users, administrators, IT teams, and leaders
- Adapt training, configuration, and engagement plans based on audience readiness, workflow realities, and customer feedback
- Address hesitation or resistance to new technology with empathy, clarity, and appropriate boundaries, particularly in privacy-sensitive and policy-governed environments
- Confirm that customers understand not only how to use the technology, but why it is configured a certain way and how to get help after the engagement
- Balance proactive account work, reactive support, field assignments, and internal initiatives across defined allocations
- Prioritize based on customer impact, operational risk, urgency, scope, and available capacity; make tradeoffs visible early
- Track commitments, decisions, risks, outcomes, and engagement health across assigned work
- Create or improve playbooks, checklists, knowledge articles, training materials, onboarding resources, and reporting that increase scalability
- Provide structured customer and field feedback to Product, Engineering, Support, Sales, and Customer Success
Skills
- 4+ years of relevant experience in technical implementation, Professional Services, Technical Account Management, Customer Success Engineering, field deployment, solutions delivery, or enterprise technical support
- Demonstrated experience implementing or supporting a hardware-plus-SaaS solution in a customer environment
- Hands-on experience configuring, testing, troubleshooting, or supporting devices and cloud-based platforms
- Experience delivering live training or enablement to frontline users, administrators, operational teams, or other customer audiences
- Working knowledge of networking fundamentals, including IP addressing, Wi-Fi, DNS, routing, firewall or egress dependencies, and how local infrastructure affects cloud-connected technology
- Strong customer presence and the ability to remain calm, structured, and credible during escalations, visible deployment issues, or difficult conversations
- Ability to explain complex technical concepts to diverse audiences without relying on jargon
- Ability to work independently, manage multiple customer priorities, protect defined allocations, and keep stakeholders informed
- Willingness and ability to travel on short notice, work onsite at customer locations, support multiple time zones, and maintain a valid driver's license
- Experience supporting healthcare, hospital security, clinical operations technology, or another regulated and privacy-sensitive environment
- Experience with body-worn cameras, digital evidence management systems, Evidence.com, mobile device programs, video security, or other network-connected physical-security technology
- Experience with device provisioning, MDM, ticketing systems, project tracking tools, network monitoring, or packet-analysis tools
- Certifications such as Network+, Security+, CCNA, project management, change management, adult learning, or equivalent demonstrated expertise
- Experience turning recurring customer issues or field lessons into playbooks, training improvements, or scalable process changes
Benefits
- 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- Employee Resource Groups (ERGs)
- Snacks in our offices
Company Overview
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