Technical Field Deployment Engineer, 911 Systems

Axon•Washington, DC

5h•Remote

About The Position

Axon is on a mission to Protect Life, addressing critical safety and justice issues with an ecosystem of devices and cloud software. Carbyne, now part of Axon, is advancing 911 emergency communications by modernizing how data flows to call centers, providing real-time video, instant chat, precise location tracking, and other critical tools for faster, more informed responses. This position is a critical part of the Axon 911 mission, joining the Global Operations team to implement, integrate, and deploy real-time emergency service platforms to clients, including 911 Public Safety Answering Points (PSAPs). The role also involves providing input into technical pre-sales, core architectural and design working sessions, and technical support activities. The engineer will lead onsite and remote installations of Carbyne’s SaaS products and contribute to customer site and system architecture following best practices. This role operates in a high-activity, fast-paced environment, requiring the ability to handle ambiguity and multiple tasks, collaborating with Customer Success, Technical Support, Product, Marketing, Development, and Engineering teams.

Requirements

Bachelor's degree in a technical field (or equivalent experience)
At least 4 years of experience as a team manager with similar responsibilities (including project management experience)
At least 10 years of experience in a technical role related to VoIP (e.g., PBX, Call Center)
Proven knowledge of AWS cloud infrastructure
Lead by example’ manager with hands-on experience
Proven experience in planning, executing, and delivering complex projects
Strong communication, interpersonal, and conflict-resolution skills
Ability to manage multiple priorities and work effectively under pressure
Excellent analytical and problem-solving skills
Experience with network infrastructure, including routers, firewalls, and the OSI model
Ability to travel up to 50% of the time

Nice To Haves

Experience with the public safety industry (ENP Certification/NG911)
Knowledge of Cisco UCS and/or FreeSWITCH
Knowledge of streaming technologies (SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC)

Responsibilities

Build and lead a high-performing team of engineers focused on delivering successful deployments and exceptional customer service.
Provide coaching, mentoring, and performance management for team members.
Plan, design, and execute end-to-end deployment projects for our cloud call-handling solutions.
Work closely with customers to understand their needs and ensure successful implementations.
Provide advanced technical training and knowledge transfer to customers throughout the deployment process.
Collaborate with engineering teams on complex technical solutions and troubleshooting.
Be a trusted advisor to our customers.
Provide ongoing support during deployment, including working after hours on installations and post-implementation assistance.
Champion a customer-centric approach within the team.
Continuously improve our deployment processes and documentation to ensure efficiency and scalability.
Work effectively across internal teams (Sales, Engineering, Customer Success, Support) to ensure seamless project delivery.
Maintain strong communication with senior leadership and stakeholders.