Senior Technical Account Manager, Enterprise

Senior Technical Account Manager, EnterpriseScottsdale, Arizona, United StatesJoin Axon and be a Force for Good.At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's 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, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.Your ImpactThe Remote Technical Advisor supports enterprise customers through a shared, fractional engagement model. This role is designed for mid-size, multi-product deployments that require strong technical oversight and customer advocacy, without a fully embedded onsite resource.The Remote Technical Advisor serves as a trusted technical advisor, escalation point, and deployment partner. While primarily remote, this role must be capable of rapid onsite response to troubleshoot complex issues, particularly those involving hardware, networking, or deployment blockers.When not fully allocated to customer engagements, the Remote Technical Advisor contributes to Professional Services Operations (PSO) initiatives, process improvements, internal enablement, and large enterprise deployments.Location & ReportingLocation: Axon Hub (U.S.-based)Travel: Up to 50% travel, including short-notice and overnight tripsReports To: Director, Enterprise Technical Account ManagementTravel & Logistics RequirementsWilling and able to travel on short noticeValid driver's licenseAbility to work onsite at customer locationsComfortable supporting customers across multiple time zonesWhat You'll DoCustomer Technical Ownership & AdvocacyServe as the primary technical point of contact for assigned enterprise customersBuild trusted relationships with technical teams, operations leaders, and stakeholdersDevelop a deep understanding of customer environments, business objectives, and constraintsAdvocate for customer needs across Product, Engineering, Support, and SalesTranslate customer requirements into clear technical guidance and actionable outcomesProactive Technical Engagement & Health ManagementConduct regular technical health checks, system reviews, and deployment assessmentsIdentify risks, misconfigurations, and adoption gaps before they become incidentsProvide best-practice recommendations for configuration, scaling, and operational useLead or support technical business reviews focused on system stability and adoptionAlign customer environments with product roadmap and long-term strategyTechnical Support, Escalation & TroubleshootingAct as an escalation point for complex or high-impact technical issuesPerform advanced troubleshooting across hardware, software, networking, and integrationsCoordinate resolution efforts across Support, Engineering, Operations, and third-party vendorsCommunicate issue status, root cause, and remediation plans clearly to stakeholdersParticipate in incident response, post-incident reviews, and root-cause analysisOnsite Support & Rapid ResponseTravel onsite to support:Hardware diagnostics and replacementNetwork and infrastructure troubleshootingDeployment recovery and critical operational failuresLead technical execution during onsite engagementsCoordinate efforts between internal teams and customer stakeholdersDocument and operationalize lessons learned from onsite incidentsFractional Account Management & Time AllocationManage multiple customer engagements with defined fractional allocationsBalance proactive work, reactive support, and internal initiatives across accountsSet clear expectations with customers regarding availability and engagement scopeTrack time, outcomes, and engagement health across assigned accountsOperational Excellence & Continuous ImprovementDocument common issues, solutions, and workflows in playbooks and knowledge basesContribute to process improvements that enhance scalability and consistencySupport internal initiatives such as tooling improvements, training, and onboardingProvide structured feedback to Product and Engineering based on customer usageWhat You BringExperience & Background37+ years of experience in:Technical Account ManagementCustomer Success EngineeringSolutions Engineering or Professional ServicesEnterprise technical support (hardware + software platforms)Experience supporting enterprise or public-sector customers in complex environmentsStrong troubleshooting skills across networking, hardware deployments, and SaaS platformsAbility to quickly learn and support multi-product technology stacksComfortable working with IT, operations, and security teamsCore SkillsExcellent written and verbal communicationAbility to explain complex technical concepts to diverse audiencesStrong customer presence in high-pressure situationsAbility to operate independently while keeping stakeholders informedPreferred QualificationsExperience supporting retail or large distributed enterprise customersFamiliarity with mobile device management (MDM), network monitoring, and packet analysis toolsExperience with evidence.com or digital evidence management systemsCertifications such as CCNA, Network+, Security+, or equivalentExperience with VMS, IP cameras, or network-connected physical security devicesBenefits That Benefit YouCompetitive salary and 401(k) with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, and Vision plansFitness programsEmotional and mental wellness supportLearning and development programsEmployee Resource Groups (ERGs)Office snacksBenefits may vary depending on employment type and location.Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.Important NotesThe above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.Some roles may also require legal eligibility to work in a firearms environment.We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.We are