Software Technical Account Manager - Baltimore

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 at Axon, you're not working a ticket queue — you're embedded inside law enforcement agencies as the person they trust most. You own the relationship, you own the deployments, and you own the outcome. When something's escalating, you're on it. When adoption is stalling, you fix it. When a customer needs someone inside Axon advocating for their priorities, that's you. The role sits at the intersection of technical depth and genuine customer trust — and you'll operate largely independently, with real accountability and real visibility. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.

What You’ll Do

Reports To: Manager of Technical Account Management Services

Location: On-site with Baltimore PD

Technical Delivery & Support

Serve as the primary technical point of contact for assigned agencies

Diagnose and resolve complex technical issues across Axon's software and integrated solutions

Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams

Manage escalations and ensure timely resolution of customer-impacting issues

Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem

Deployment & Adoption

Partner with deployment teams to design, configure, test, and implement Axon solutions

Support successful onboarding and transition to steady-state operations

Help customers adopt new capabilities and incorporate technology into existing workflows

Identify barriers to adoption and recommend best practices to improve utilization

Support customers through operational and technology changes associated with new deployments

Customer Partnership

Build trusted relationships with technical and operational stakeholders within assigned agencies

Serve as an advocate for customer needs and priorities within Axon

Conduct regular customer reviews focused on technical health, adoption, and operational success

Provide guidance on product capabilities, integrations, and recommended usage patterns

Help customers understand how technology supports their operational objectives

Workflow & Operational Improvement

Develop an understanding of customer workflows and operational environments

Identify opportunities to improve efficiency, product utilization, and operational effectiveness

Support customer adoption of AI-powered capabilities across the Axon ecosystem

Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences

Contribute insights that help Product and Engineering teams better understand customer needs

Data, Reporting & Analytics

Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making

Assist customers with data integrations, reporting requirements, and workflow visibility

Monitor customer health indicators, adoption metrics, and technical performance trends

Use data to identify opportunities for improvement and proactive customer engagement

Training & Enablement

Deliver advanced product training and technical education to customer stakeholders

Develop and maintain customer-facing documentation and best practices

Help agencies build confidence in using Axon's solutions effectively

Support knowledge transfer and operational readiness during deployments and upgrades

Field Engagement

Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success

Maintain strong awareness of customer environments and evolving needs

Support critical incidents and high-priority customer situations when required

What You Bring

Required

Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)

Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments

Strong troubleshooting and root-cause analysis skills

Ability to communicate effectively with both technical and non-technical stakeholders

Experience working across multiple teams to solve customer challenges and deliver successful outcomes

Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments

Strong organizational skills with the ability to manage competing priorities and customer needs

Interest in helping customers adopt new technologies and improve operational effectiveness

Ability to work independently while collaborating closely with cross-functional teams

Commitment to delivering exceptional customer experiences

Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

Preferred

Experience supporting public safety, law enforcement, government, or mission-critical operational environments

Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies

Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms

Familiarity with AI-powered products, workflow automation, or operational technology solutions

Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)

Additional Information

We recognize that candidates may bring strengths from different backgrounds and experiences. If your experience aligns closely with this role, we encourage you to apply.

How This Role Fits the Future

Technical Account Managers play a critical role in helping customers successfully deploy, adopt, and operate Axon technology. They serve as trusted technical partners, develop deep product expertise, and build strong customer relationships. As Axon's Mission Engineering capability evolves, the TAM role provides a foundation for future growth into broader customer ownership, operational leadership, and mission-focused roles across the organization.

Benefits that Benefit You

Competitive salary and 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

Benefits listed herein may vary depending on the nature of your employment and the location where you work Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers .

Base Pay Range $81,600 — $130,560 USD

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 Notes

The 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 an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers .  If you receive a suspicious offer or outreach from an email address that is not @axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com .