Embedded Technical Account Manager, Federal

Axon•Washington, DC

4h•Onsite

About The Position

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 The Embedded Technical Account Manager (TAM) will serve as Axon’s primary on-site representative. In this role, you will own the day-to-day relationship between Axon and the government, acting as the expert-in-residence on Axon’s Evidence.com platform and the full suite of Body Worn Camera (BWC), TASER, and video technology solutions. You will serve as the strategic bridge between federal government and internal Axon teams—ensuring the Axon platform operates with maximum reliability, security, and mission impact. From platform architecture and compliance to eDiscovery, redaction, and asset management, you will be the trusted advisor that keeps one of the nation’s most critical law enforcement agencies running at peak effectiveness.

Requirements

Bachelor’s Degree or equivalent work experience
10+ years of experience working with federal, Major City, or Enterprise-level customers in a technical account management or embedded support capacity
Proven track record of successfully managing customer relationships, technical projects, and SLA-driven service delivery
Understanding of FedRAMP compliance, federal security frameworks, and cloud-hosted SaaS environments
Working knowledge of eDiscovery, FOIA processing, and digital redaction workflows
Experience with asset management, hardware provisioning, and inventory tracking
Understanding of SaaS, cloud providers/solutions, virtualization, and storage technologies
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and internet technologies
Ability to articulate technical concepts at varying levels of complexity appropriate to the audience—from end users to senior IT leadership
Excellent interpersonal skills with strong written and verbal communication
Detail oriented with excellent organizational and time management skills
Demonstrated ability to manage change and perform effectively in high-pressure, mission-critical environments
Must be able to obtain and maintain a federal background investigation at the Public Trust (Moderate Risk) level or higher; positions may require access up to the TOP SECRET level
S. citizenship required; foreign nationals are not authorized per DOJ Order #2640.2E
Must comply with all applicable National Industrial Security Program (NISP) and NISPOM requirements

Nice To Haves

Experience with Axon Evidence.com or equivalent digital evidence management platforms strongly preferred
Familiarity with Body Worn Camera (BWC) programs, video management systems (VMS), and related hardware strongly preferred
Experience working with law enforcement, corrections, or other federal/governmental agencies preferred
JIRA and Microsoft Dynamics knowledge preferred
Experience working closely with a sales and support team

Responsibilities

Design, document, and support implementation, operations, and maintenance of the Axon Evidence architecture to meet government’s Body Worn Camera (BWC) program requirements
Serve as the primary point of contact for day-to-day user requests, incident resolution, and request fulfillment, meeting and exceeding defined SLA thresholds
Lead customer discovery sessions to advise government stakeholders on the best use of Axon Evidence to meet operational requirements and agency objectives
Provide expert-led support for eDiscovery, FOIA, and redaction workflows, administering role-based access controls and user access management
Manage comprehensive asset lifecycle for the Axon Evidence and BWC program, including hardware provisioning, inventory tracking, shipping, and equipment return
Ensure ongoing maintenance and compliance of the FedRAMP High-authorized Axon Evidence infrastructure, upholding all applicable federal security and compliance standards
Design, build, and deliver required reports, performance schedules, and KPI dashboards
Support account creation, device provisioning, and user administration across the government’s Evidence.com tenant
Assist in the integration of emerging technologies such as Unmanned Aerial Systems (UAS) systems into the platform
Provide tier-2 technical support and escalate complex issues in coordination with Axon engineering and support teams
Use strong written and oral communication skills to lead technical briefings, present program updates, and advise senior government leadership on Axon Evidence capabilities and roadmap
Independently prioritize and manage multiple concurrent project tasks in a methodical and disciplined manner
Develop and maintain technical documentation to ease understanding and adoption of Axon products and services across users
Communicate customer insights and feedback to internal Axon teams to influence product improvements and roadmap decisions
Maintain availability in alignment with USMS core hours (9AM–5PM M–F) and support after-hours or on-call operations as required
Uphold all USMS, DOJ, and federal security policies, including safeguarding Sensitive But Unclassified (SBU) and Controlled Unclassified Information (CUI)