Mission Operator - Baltimore

Axon•Maryland-Onsite, MD

2d•Onsite

About The Position

Axon is hiring a Mission Operator II to serve as a trusted technical advisor to complex public safety agencies throughout the customer lifecycle. The role combines software expertise with knowledge of hardware, networking, cloud technologies, AI, integrations, and public safety operations to help agencies modernize their work. Mission Operators anticipate challenges, resolve complex issues, improve customer operations, and build confidence in Axon’s technology and partnership. Success is measured by customer trust, operational outcomes, and reliable technology performance. The role is onsite with travel and reports to a Manager or Senior Manager of Mission Engineering. It involves strategic customer partnership, technical leadership, deployments and operational optimization, data analysis, advanced training, and field leadership. The operator may also be assigned to mentor others.

Requirements

Typically 5–7 years of experience in technical account management, customer success, implementation, solution engineering, or comparable customer-facing technical roles.
Experience supporting enterprise software, SaaS platforms, cloud technologies, or integrated technology environments.
Strong troubleshooting, analytical thinking, and root-cause analysis skills.
Working knowledge of networking, cloud infrastructure, enterprise integrations, and modern IT environments.
Proven ability to independently manage complex customer relationships.
Strong executive communication and consulting skills.
Ability to travel as required.
Ability to obtain and maintain CJIS compliance and satisfy customer background requirements.

Responsibilities

Serve as the primary technical advisor for assigned public safety agencies and build trusted relationships with technical, operational, and executive stakeholders.
Conduct regular business and technology reviews focused on operational success.
Develop long-term customer success and technology adoption strategies, and represent customer priorities across Axon.
Independently troubleshoot complex software, hardware, networking, cloud, and integration issues.
Lead technical escalations involving Product, Engineering, Support, and Professional Services.
Guide implementation planning, architecture discussions, and technology modernization; serve as the technical authority during deployments and operational challenges.
Lead deployments across multiple Axon products, drive customer adoption and operational optimization, and identify workflow improvements that increase customer efficiency.
Support AI adoption and digital transformation initiatives.
Analyze customer health, adoption metrics, and operational performance using Power BI, SQL, dashboards, and reporting tools; provide data-driven recommendations to improve outcomes.
Deliver advanced technical training, develop customer best practices and operational documentation, and increase customer confidence in managing Axon technology.
Lead onsite deployments, executive engagements, and critical customer situations, coordinating internal and customer stakeholders to ensure successful outcomes.
May be assigned to mentor others.