Mission Operator - Albuquerque Police Department
About The Position
The Mission Operator II serves as a trusted technical advisor to complex public safety agencies, helping customers maximize the value of Axon’s technology ecosystem throughout the customer lifecycle. The role combines software expertise with knowledge of hardware, networking, cloud technologies, AI, and public safety operations to help agencies modernize, address complex challenges, and improve operational outcomes. Success is measured by customer trust, operational results, and reliable technology performance. This position is based on site at an Axon customer agency in the Greater Albuquerque Area five days a week. The operator leads technical customer partnerships, complex troubleshooting and escalations, deployments, technology adoption, data-informed improvements, training, and critical onsite engagements. Travel may be required, and the role may include mentoring 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.
- 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.
- 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.
- Identify workflow improvements that improve customer efficiency.
- Support AI adoption and digital transformation initiatives.
- Analyze customer health, adoption metrics, and operational performance.
- Use Power BI, SQL, dashboards, and reporting tools to identify risks and opportunities.
- Provide data-driven recommendations that improve customer outcomes.
- Deliver advanced technical training.
- Develop customer best practices and operational documentation.
- Increase customer confidence in managing Axon technology.
- May mentor others.
- Lead onsite deployments, executive engagements, and critical customer situations.
- Coordinate internal and customer stakeholders to ensure successful outcomes.
Benefits
- Competitive salary and 401(k) with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, dental, and vision plans
- Fitness programs
- Emotional and mental wellness support
- Learning and development programs
- Snacks in offices
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
