3 months ago
Base Salary
$82k - $131k/yr
Responsibilities
- Act as the primary technical liaison and onsite owner for assigned agencies and Dedrone system performance.
- Diagnose and resolve complex issues across hardware, software, and integrated systems.
- Coordinate, schedule, and execute hardware and software deployments, upgrades, firmware updates, and release rollouts.
- Manage shipping, receiving, staging, redeployment, RMA coordination, readiness, and inventory tracking for hardware.
- Conduct user acceptance testing for hardware, firmware, and software releases.
- Respond to critical technical incidents and restore functionality while minimizing operational impact.
- Represent customer needs internally by capturing feature requests, workflow requirements, and product gaps.
- Guide agencies in developing workflows, SOPs, and best practices for public safety operations.
- Coordinate with engineering, product management, sales, support, and third-party vendors.
- Schedule and manage system updates, upgrades, maintenance, and stakeholder coordination.
- Provide role-based training and develop training materials and documentation.
- Provide ongoing onsite customer support and ensure long-term operational success.
Requirements
- Bachelor’s degree in business administration, computer science, engineering, or a related field, or equivalent experience.
- At least four years of experience in technical account management, field engineering, professional services, or a similar customer-facing role.
- Experience supporting and deploying complex systems in hybrid hardware/software environments.
- Strong understanding of routing, switching, DHCP, SNMP, PoE, system integrations, and distributed-environment troubleshooting.
- Familiarity with Linux, command-line interfaces, and edge or embedded systems is preferred.
- Experience building relationships with diverse stakeholders and collaborating across engineering, product, sales, and support teams.
- Experience coordinating deployments, managing timelines, and aligning stakeholders in complex environments.
- Power BI, SQL, or similar reporting and operational-insight tools experience is a plus.
- Ability to work onsite and outside normal business hours for critical issues.
- Ability to pass a CJIS background check and handle confidential information discreetly.
- Public safety, law enforcement, security operations, drone/UAS, airspace management, or sensor-technology experience is preferred or a plus.
- Relevant Microsoft, Cisco, or ITIL certifications are a plus.
- FAA Part 107 certification is required.
Benefits
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all employees
- Medical, dental, and vision plans
- Fitness programs
- Emotional and mental wellness support
- Learning and development programs
- On-site work in New York City with the NYC OTI
- Availability outside normal business hours for critical issues may be required
About Axon
Axon builds TASER energy devices, body and in-car cameras, sensors, and a cloud software suite for managing evidence, records, and real-time operations used by law enforcement, public safety agencies, and enterprises. Revenue comes from hardware sales bundled with SaaS subscriptions and services across its Axon Evidence and Records platforms. Founded in 1993 and headquartered in Scottsdale, Arizona, Axon Enterprise is a NASDAQ-listed public company serving police departments and government customers globally.