Embedded Technical Account Manager (Onsite)

As an Embedded Technical Account Manager at Axon, you will be the primary technical liaison for key customers, ensuring they achieve operational goals with Axon's products. You will provide technical expertise, project management, and customer advocacy, collaborating with cross-functional teams to influence product roadmaps. Responsibilities include achieving expertise in Axon technologies, monitoring support tickets, ensuring SLRs are met, and facilitating training for customer integrations. You will contribute to Axon's mission of protecting life through innovative technology.

Must Have

• Citizenship with the country of work (security clearance required)
• 5+ years of IT experience in a support or deployment role
• Experience working with law enforcement and/or government entities
• Proven track record of managing customer relationships and technical projects successfully
• Ability to work autonomously to meet objectives with minimal oversight
• Robust IT background including software image creation/maintenance, routing, switching, Wi-Fi, telecommunications, Internet technologies
• Expertise in Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID)
• Proficiency in Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls)
• Experience with API integrations and SAAS applications
• Solid ability to tailor technical discussions to varied audiences
• Analytical, strategic, and creative problem-solving skills
• Exemplary written and verbal communication skills
• Highly detail-oriented with proficient organizational and time management skills
• Bilingual proficiency in the local language and English for internal communications

Join 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 Impact

As a Technical Account Manager, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve 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. Wearing multiple hats—from consultant to product expert to project manager—you will help customers optimize their daily workflows.

You will play a crucial role in ensuring Axon’s solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to Axon’s mission of protecting life and enabling transparency through innovative technology.

What You’ll Do

Location: Onsite in Peterborough, Ontario min 3 days per week

Reports to: Manager, Professional Services

• Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
• Serve as the primary technical liaison between Axon and the customers.
• Participate in operational and technical meetings, ensuring effective communication and collaboration.
• Build and maintain an internal Axon network to support both the customer-facing Axon team and the customer Project Team.
• Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
• Ensure Service Level Requirements (SLRs) and contractual obligations are met.
• Assist the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation. Communicate customer feedback across Axon teams and collaborate to drive product improvements.
• Identify and escalate risks to the Program Manager to facilitate internal and executive collaboration.
• Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
• Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records.
• Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).
• Assist in customer security assessments and vendor refresh assessments for major architectural changes.
• Maintain knowledge of the customer’s technical landscape, including infrastructure, policies, and procurement processes.
• Maintain and administer deployment records, including shipment tracking and RMA’s.
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension.

What You Bring

• Citizenship with the country of work (required for working with sensitive government data; must pass security clearance).
• 5+ years of IT experience in a support or deployment role.
• Experience working with law enforcement and/or government entities.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously to meet objectives with minimal oversight.
• Robust IT background, with expertise in:
• Software image creation and maintenance.
• Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
• Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
• Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
• API integrations and SAAS applications.
• Solid ability to tailor technical discussions to varied audiences.
• Analytical, strategic, and creative problem-solving skills.
• Exemplary written and verbal communication skills.
• Highly detail-oriented with proficient organizational and time management skills.
• Bilingual proficiency in the local language and English for internal communications.

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.