Technical Account Manager - Dedrone

Axon•New York, NY

18h•$81,600 - $130,560•Onsite

About The Position

As a Technical Account Manager supporting Dedrone by Axon, you will be a key player in deploying and supporting Dedrone’s airspace security solutions directly within public safety environments. You will serve as an embedded technical owner, responsible for the day-to-day success of a hybrid hardware and software system operating in mission-critical environments. You will act as the primary point of contact for assigned agencies, managing system performance, coordinating deployments and updates, and ensuring long-term operational success. In addition to providing technical support, you will guide customers in building and sustaining Drone as First Responder (DFR) and counter-UAS programs, helping integrate Dedrone solutions into broader agency workflows.

Requirements

Bachelor’s degree in business administration, computer science, engineering, or a related field, or equivalent experience.
4+ years of experience in technical account management, field engineering, professional services, or a similar customer-facing role.
Demonstrated experience supporting and deploying complex systems, including hybrid hardware/software environments and real-world implementations.
Strong understanding of networking fundamentals (routing, switching, DHCP, SNMP, PoE), system integrations, and troubleshooting distributed environments.
Familiarity with Linux or command-line interfaces and managing edge or embedded systems is preferred.
Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor.
Experience working across engineering, product, sales, and support teams to deliver successful outcomes.
Strong skills in root cause analysis and troubleshooting across hardware, software, and integrated systems.
Experience coordinating deployments, managing timelines, and aligning multiple stakeholders in complex environments.
Willingness to work onsite in dynamic environments and be available outside normal business hours for critical issues.
Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.

Nice To Haves

Experience using tools such as Power BI, SQL, or similar platforms to support reporting and operational insights is a plus.
Experience working with or supporting law enforcement, public safety agencies, or security operations is preferred.
Familiarity with drone/UAS systems, airspace management, or sensor-based technologies is a plus.
Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus; FAA Part 107 certification is required

Responsibilities

Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex issues across hardware, software, and integrated systems.
Own System Operations: Serve as the primary onsite owner of Dedrone system performance, ensuring uptime, reliability, and operational success in live environments.
Drive Deployments & Updates: Coordinate, schedule, and execute hardware and software deployments, including system upgrades, firmware updates, and release rollouts.
Manage Hardware Lifecycle: Oversee hardware logistics including shipping/receiving, staging, redeployment, and RMA coordination; support system readiness and inventory tracking.
Perform Testing & Validation: Conduct User Acceptance Testing (UAT) for hardware, firmware, and software releases to ensure successful deployment and performance.
Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize operational impact.
Advocate for Customers: Represent agency needs and feedback internally at Axon, capturing feature requests, workflow requirements, and product gaps.
Support Program Development: Guide agencies in developing operational workflows, SOPs, and best practices for integrating Dedrone systems into public safety operations.
Collaborate Across Teams: Work closely with cross-functional teams including engineering, product management, sales, and third-party vendors to ensure seamless delivery and support.
Project Management & Coordination: Schedule and manage system updates, upgrades, and ongoing maintenance activities while aligning stakeholders across organizations.
Training and Education: Provide role-based training to technical users, operators, and leadership; develop training materials and documentation to support adoption.
Provide Onsite Support: Work onsite with customers to resolve issues, support deployments, and ensure ongoing success of Dedrone systems.