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About the Role
The Technical Account Manager (TAM) will be on-site at Suffolk County Police Department, providing support for the redaction process, managing digital evidence, and offering hardware and product support. You will be an expert in using Axon's products to achieve timely production of redacted evidence, working closely with cross-functional teams to establish efficient processes, overcome challenges, ensure technical quality of redactions, and perform analytical insights of device data. You will focus on making the customer more efficient and confident in their daily workflows.
Responsibilities
- Commute to Suffolk County daily Monday-Friday and be available during core agency hours
- Provide tier 1 and 2 technical support to agency personnel
- Be a product specialist of one or more Axon products utilized by the agency
- Achieve mastery of Axon’s Redaction products and Evidence.com
- Interpret policy and law governing redaction
- Participate in weekly stand-up meetings
- Produce weekly and quarterly analysis reporting as assigned
- Be fully proficient in redaction process and help produce redacted evidence
- Apply appropriate redactions and edits to footage in accordance with all applicable laws and Department policies
- Help develop and continuously improve technical documentation and job aids
- Manage customer expectations, keeping customers satisfied and expectations realistic
- Maintain customer confidence, especially in high-pressure situations
- Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
- Troubleshoot and document daily issues and communicate status to stakeholders
- Remain 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 for training
- Go on-site to the individual precincts or commands to provide assistance and help with Axon devices and software where needed
Requirements
- 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
- Ability to articulate at a technical level appropriate to the circumstance
- Excellent interpersonal skills with strong written and verbal communication
- Detail oriented with excellent organizational and time management skills
- Demonstrated ability to deal with change and remain calm in high-stress situations
- Must be able to pass agency background check
- Must possess and maintain a valid driver's license
- Must have access to reliable transportation
Skills
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage is desired
- 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 with 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
- Spanish speaking skills desirable
Location
- Suffolk County PD in Yaphank, New York
Work Type
- On-site
Experience Level
- 1+ years of professional experience
Education Level
- Bachelor’s Degree or equivalent work experience
Salary/Compensations
- $52,500—$84,000 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
- Employee Resource Groups (ERGs)
- Snacks in offices
About the Company
- Axon is on a mission to Protect Life.
- Axon is a company where employees matter.
- Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards.
- Axon is committed to the well-being and safety of its employees as well as Axon’s impact on the environment.
- Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
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.