Join Axon and be a Force for Good.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
The Remote Technical Advisor supports enterprise customers through a shared, fractional engagement model. This role is designed for mid-size, multi-product deployments that require strong technical oversight and customer advocacy, without a fully embedded onsite resource.
The Remote Technical Advisor serves as a trusted technical advisor, escalation point, and deployment partner. While primarily remote, this role must be capable of rapid onsite response to troubleshoot complex issues, particularly those involving hardware, networking, or deployment blockers.
When not fully allocated to customer engagements, the Remote Technical Advisor contributes to Professional Services Operations (PSO) initiatives, process improvements, internal enablement, and large enterprise deployments.
Location & Reporting
Location: Axon Hub (U.S.-based)
Travel: Up to 50% travel, including short-notice and overnight trips
Reports To: Director, Enterprise Technical Account Management
Travel & Logistics Requirements
Willing and able to travel on short notice
Valid driver's license
Ability to work onsite at customer locations
Comfortable supporting customers across multiple time zones
What You'll Do
Customer Technical Ownership & Advocacy
Serve as the primary technical point of contact for assigned enterprise customers
Build trusted relationships with technical teams, operations leaders, and stakeholders
Develop a deep understanding of customer environments, business objectives, and constraints
Advocate for customer needs across Product, Engineering, Support, and Sales
Translate customer requirements into clear technical guidance and actionable outcomes
Proactive Technical Engagement & Health Management
Conduct regular technical health checks, system reviews, and deployment assessments
Identify risks, misconfigurations, and adoption gaps before they become incidents
Provide best-practice recommendations for configuration, scaling, and operational use
Lead or support technical business reviews focused on system stability and adoption
Align customer environments with product roadmap and long-term strategy
Technical Support, Escalation & Troubleshooting
Act as an escalation point for complex or high-impact technical issues
Perform advanced troubleshooting across hardware, software, networking, and integrations
Coordinate resolution efforts across Support, Engineering, Operations, and third-party vendors
Communicate issue status, root cause, and remediation plans clearly to stakeholders
Participate in incident response, post-incident reviews, and root-cause analysis
Onsite Support & Rapid Response
Travel onsite to support:
Hardware diagnostics and replacement
Network and infrastructure troubleshooting
Deployment recovery and critical operational failures
Lead technical execution during onsite engagements
Coordinate efforts between internal teams and customer stakeholders
Document and operationalize lessons learned from onsite incidents
Fractional Account Management & Time Allocation
Manage multiple customer engagements with defined fractional allocations
Balance proactive work, reactive support, and internal initiatives across accounts
Set clear expectations with customers regarding availability and engagement scope
Track time, outcomes, and engagement health across assigned accounts
Operational Excellence & Continuous Improvement
Document common issues, solutions, and workflows in playbooks and knowledge bases
Contribute to process improvements that enhance scalability and consistency
Support internal initiatives such as tooling improvements, training, and onboarding
Provide structured feedback to Product and Engineering based on customer usage
What You Bring
Experience & Background
3-7+ years of experience in:
Technical Account Management
Customer Success Engineering
Solutions Engineering or Professional Services
Enterprise technical support (hardware + software platforms)
Experience supporting enterprise or public-sector customers in complex environments
Strong troubleshooting skills across networking, hardware deployments, and SaaS platforms
Ability to quickly learn and support multi-product technology stacks
Comfortable working with IT, operations, and security teams
Core Skills
Excellent written and verbal communication
Ability to explain complex technical concepts to diverse audiences
Strong customer presence in high-pressure situations
Ability to operate independently while keeping stakeholders informed
Preferred Qualifications
Experience supporting retail or large distributed enterprise customers
Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
Experience with evidence.com or digital evidence management systems
Certifications such as CCNA, Network+, Security+, or equivalent
Experience with VMS, IP cameras, or network-connected physical security devices
Benefits That Benefit You
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
Employee Resource Groups (ERGs)
Office snacks
Benefits may vary depending on employment type and location.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Base Pay Range
$115,575-$184,920 USD
Don't meet every single requirement? Thats ok.
At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights ataxongreenhousesupport@axon.comor via ourAxon Privacy Web Form. For more information, please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.