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Technical Account Manager - Fusus (Onsite)

Technical Account Manager for Axon's Fusus product in New York.
Axon
On-Site
United States
USD 74,250 - 118,800
Job Description
Axon is seeking a Technical Account Manager to support the New York State Department of Corrections and Community Supervision. This role is based onsite in Albany, NY, and reports to the Manager of Technical Account Management Services. The Technical Account Manager will serve as the primary point of contact for technical support, providing solutions to problems and advising on best practices. They will act as a change manager, identifying agency pain points and assisting with software and hardware adoption, as well as a crisis manager, responding to urgent technical support needs.

The role involves:
  • Providing excellent technical support for Axon’s Fusus and BWC daily.
  • Collaborating with external customers and internal employees for smooth issue resolution.
  • Documenting processes and issues, and providing feedback for improvements.
  • Managing requested projects and assignments, acting as a liaison between Axon and the customer.
  • Supporting software integrations and DataStore/Datawarehouse management.
  • Troubleshooting agency issues and working with engineering and product teams.
  • Spending up to 4 days per week onsite with customers.

Requirements:
  • Bachelor’s degree in Business Administration or a related field, OR a minimum of 4 years of relevant experience.
  • Strong track record of managing customer relationships and technical projects.
  • Understanding of API integration protocols and data exchange formats.
  • Experience in providing support for software integrations and DataStore/Datawarehouse management.
  • Ability to do reverse engineering, searching logs and root cause analysis
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
  • Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
  • Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
  • Basic knowledge of computer hardware, operating systems, and storage devices
  • Ability to effectively communicate with various people including customers, colleagues, and across departments
  • Must pass a Criminal Justice Information Services (CJIS) background check

Axon offers:
  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
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