Embedded Technical Account Manager (Onsite)

Responsibilities

• Location: Manitoba First Nations
• (hybrid - onsite 3-4 days per week)
• Travel Expectations: approx. 30% domestic Canada
• Reports to: Service Delivery Manager, Canada
• Achieve expertise in Axon technologies, with a Primary focus on Axon Records
• 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
• Canadian Citizenship and past 5 years Canadian residency required (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).
• JSON (JavaScript Object Notation) Knowledge
• 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.

Benefits

Additional Information

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.

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