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About the Role
Axon 911 is building mission-critical technology for emergency communications and public safety operations. This role will serve as the operational lead during customer-impacting incidents, coordinating cross-functional response efforts and driving incidents to resolution.
Responsibilities
- Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments
- Serve as Incident Commander during high-severity operational events and customer escalations
- Facilitate bridge calls and coordinate cross-functional response efforts across Engineering, Infrastructure, Product, Support, NOC, and Customer teams
- Maintain clear, structured communication with both internal stakeholders and customer leadership teams, including executive-level audiences
- Drive operational accountability, incident timelines, action items, and follow-through during active incidents
- Lead post-incident reviews, root cause analysis discussions, after-action reporting, and operational improvement initiatives
- Partner closely with NOC and operational teams to support service continuity and platform reliability
- Help establish and mature incident management processes, workflows, tooling, and operational standards
- Participate in an on-call leadership rotation supporting critical customer incidents
- Travel up to 25% as needed to support customer operations, strategic initiatives, or critical incident response efforts
Requirements
- 7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, or related operational leadership roles
- Experience leading high-severity operational incidents within SaaS, cloud, mission-critical, or highly available technical environments
- Strong executive communication skills with the ability to remain calm, structured, and decisive during high-pressure situations
- Experience coordinating cross-functional technical teams during customer-impacting incidents
- Demonstrated ability to drive operational accountability and lead complex incident response efforts without direct authority
- Strong understanding of technical infrastructure concepts including cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems
- Experience leading post-mortems, root cause analysis reviews, and operational improvement initiatives
- Comfortable operating within fast-paced, high-growth, and evolving environments
- Ability to participate in a heavy on-call rotation supporting mission-critical customers
Skills
- Incident Management
- Major Incident Management
- Technical Operations
- Escalation Management
- NOC Operations
- Service Reliability
- SaaS
- Cloud environments
- Networking
- VoIP
- APIs
- Integrations
- Distributed systems
- Public Safety
- PSAP/ECC operations
- Emergency Communications
- NG911 environments
- Critical Infrastructure
- Real-Time Communications platforms
- CAD systems
- Call handling systems
- NIMS
- ICS
- APCO
- ENP
Location
- Onsite at a regional hub
Work Type
- Hybrid
Experience Level
- 7+ years of experience
Salary/Compensations
- $120,060—$160,080 USD
Benefits
- 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
- Snacks in offices
About the Company
- Axon is on a mission to Protect Life, exploring society’s most critical safety and justice issues with an ecosystem of devices and cloud software.
- Axon 911 brings together Prepared and Carbyne under Axon to create a platform combining modern 911 infrastructure with an AI intelligence layer.
- Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards.
Equal Opportunity
- 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.