Embedded Technical Account Manager - Suffolk County

Join Axon and be a Force for Good

At Axon, we’re on a mission to Protect Life. We pursue society’s most critical safety and justice issues with an ecosystem of devices and cloud software. Like our products, we work better together—connecting with candor and care, and seeking diverse perspectives from our customers, communities, and each other.

Life at Axon is fast-paced, challenging, and meaningful. You’ll take ownership and drive real change, constantly growing as you work for a mission that matters at a company where you matter.

Your Impact

The Technical Account Manager (TAM) will be on-site at the Suffolk County Police Department in Yaphank, NY. The TAM plays a key role in supporting the redaction process, managing digital evidence, and providing hardware and product support. You will serve as an expert in Axon’s products to enable the timely production of redacted evidence.

You will work closely with cross-functional teams to establish a high-functioning process, overcome challenges, ensure the technical quality of redactions, and perform analytical insights using device data. With multiple responsibilities, you will focus on helping your customer become more efficient and confident in their daily workflows.

Location and Reporting

• Location: Suffolk County PD in Yaphank, New York
• Reports to: Senior Manager, Embedded Services
• Direct Reports: N/A

What You’ll Do

• Commute to Suffolk County daily Monday–Friday and be available during core agency hours.
• Provide tier 1 and 2 technical support to agency personnel.
• Serve as a product specialist for one or more Axon products used by the agency.
• Achieve mastery of Axon’s Redaction products and Evidence.com.
• Interpret policy and law governing redaction; decisions are autonomous but subject to supervisory and/or departmental review.
• Participate in weekly stand-up meetings.
• Produce weekly and quarterly analysis reporting as assigned.
• Be fully proficient in the redaction process and help produce redacted evidence.
• Apply appropriate redactions and edits to footage in accordance with applicable laws and Department policies to ensure proper production.
• Develop and continuously improve technical documentation and job aids to support understanding, repeatability, and quality of the redaction process and related Axon products.
• Manage customer expectations to keep customers satisfied and expectations realistic.
• Maintain customer confidence, especially in high-pressure situations.
• Communicate customer feedback across multiple Axon teams and divisions to drive product development and improvement.
• Troubleshoot and document daily issues, and communicate status to stakeholders.
• Stay organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances.
• Produce status and usage reports of assigned products for agency insight.
• Maintain familiarity with relevant Axon Academy content and leverage it for training.
• Go on-site to individual precincts or commands to provide assistance and support Axon devices and software as needed.

What You Bring

• Bachelor’s degree or equivalent work experience.
• 1+ years of professional experience working with major city or enterprise-level customers.
• Proven track record of successfully managing customer relationships and technical projects.
• Understanding of SaaS, cloud providers/solutions, virtualization, and storage is desired.
• Ability to articulate at a technical level appropriate to the situation, including with clients who have varying levels of IT knowledge and skill.
• Excellent interpersonal skills with strong written and verbal communication.
• Detail oriented with strong organizational and time management skills.
• Demonstrated ability to deal with change and remain calm in high-stress situations.
• Experience working and supporting law enforcement is desired.
• Experience using Excel or Google Sheets formulas to produce analytical charts.
• Experience creating analytical reports and visual aids in PowerPoint or using Google Suite tools for senior-level presentations.
• Knowledge of routing and switching methodologies, Wi‑Fi, telecommunications, and Internet technologies is desired.
• Knowledge of CCTV, VMS, and IP cameras is desired.
• Experience working closely with a sales and support team is desired.
• Must be able to pass the agency background check.
• Must possess and maintain a valid driver’s license.
• Must have access to reliable transportation.
• Spanish speaking skills desirable.

Benefits

• Competitive salary and 401(k) with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, dental, and vision plans.
• Fitness programs.
• Emotional and mental wellness support.
• Learning and development programs.
• Employee Resource Groups (ERGs).
• Snacks in the office.

Base Pay Range: $52,500—$84,000 USD.

Important Notes

Don’t meet every requirement? That’s okay. At Axon, we Aim Far. We encourage you to apply if you’re excited about the role and our mission to Protect Life, even if your experience doesn’t align perfectly with every qualification listed.

Axon is an equal opportunity employer that promotes justice, advances equity, values diversity, and fosters inclusion.