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Job Description: Software Technical Account Manager (L-7) Dedrone

Your Impact

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.

What You’ll Do

Location: On-site in New York City with the NYC OTI 
Reports To: Manager of Technical Account Management Services

• 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.

What You Bring

• Education: Bachelor’s degree in business administration, computer science, engineering, or a related field, or equivalent experience.
• Experience: 4+ years of experience in technical account management, field engineering, professional services, or a similar customer-facing role.
• Technical Expertise: Demonstrated experience supporting and deploying complex systems, including hybrid hardware/software environments and real-world implementations.
• Networking & Systems Knowledge: Strong understanding of networking fundamentals (routing, switching, DHCP, SNMP, PoE), system integrations, and troubleshooting distributed environments.
• System Administration: Familiarity with Linux or command-line interfaces and managing edge or embedded systems is preferred.
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor.
• Cross-Functional Collaboration: Experience working across engineering, product, sales, and support teams to deliver successful outcomes.
• Problem Solving: Strong skills in root cause analysis and troubleshooting across hardware, software, and integrated systems.
• Program & Project Management: Experience coordinating deployments, managing timelines, and aligning multiple stakeholders in complex environments.
• Data Management and Reporting: Experience using tools such as Power BI, SQL, or similar platforms to support reporting and operational insights is a plus.
• Flexibility: Willingness to work onsite in dynamic environments and be available outside normal business hours for critical issues.
• Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
• Public Safety Experience: Experience working with or supporting law enforcement, public safety agencies, or security operations is preferred.
• Emerging Technology Exposure: Familiarity with drone/UAS systems, airspace management, or sensor-based technologies is a plus.
• Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus; FAA Part 107 certification is required

Benefits that Benefit You

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

Benefits listed herein may vary depending on the nature of your employment and the location where you work