Embedded Technical Account Manager (Onsite)
As an Embedded Technical Account Manager at Axon, you will serve as the primary technical liaison for key customers, fostering long-term strategic partnerships. This role involves providing technical expertise, project management, and customer advocacy to ensure stakeholders achieve their operational goals using Axon's products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Your work directly contributes to Axon's mission of protecting life and enabling transparency through innovative technology.
Key responsibilities include achieving expertise in Axon technologies, with a primary focus on Axon Records, and participating in operational and technical meetings to ensure effective communication and collaboration. You will monitor support tickets, provide tier-2 level technical troubleshooting, and escalate issues when necessary. Additionally, you will assist the Program Manager by providing requested materials, information, and Voice of Customer documentation, and communicate customer feedback across Axon teams to drive product improvements.
The ideal candidate will have Canadian citizenship and at least five years of IT experience in a support or deployment role, preferably with law enforcement or government entities. A robust IT background is essential, including expertise in software image creation and maintenance, routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies. Proficiency in Microsoft Server and Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID), JSON, network administration (TCP/IP, DHCP, DNS, SSH, Firewalls), API integrations, and SaaS applications is required. Strong analytical, strategic, and creative problem-solving skills, along with exemplary written and verbal communication abilities, are also necessary.
Axon offers a competitive base salary and RSUs, a comprehensive pension plan with matching contributions, private health insurance and cash plans, 30 days paid holiday plus UK public holidays, enhanced maternity/paternity leave, a GymPass subscription, life assurance and income protection, and career growth support and wellness resources. The company is committed to building diverse teams that reflect the communities it serves and encourages candidates who are excited about the role and mission to apply, even if they do not meet every single requirement.