Embedded Technical Account Manager; Onsite

Position: Embedded Technical Account Manager (Onsite)
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.
What You’ll Do

Location:

This role is remote to begin, with gradual transition to hybrid – onsite 3‑4 days per week. Please only apply if you are able to work onsite in Grande Prairie.

Reports to:

Manager, Professional Services.
Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
Serve as the primary technical liaison between Axon and the customers.
Participate in operational and technical meetings, ensuring effective communication and collaboration.
Build and maintain an internal Axon network to support both the customer‑facing Axon team and the customer Project Team.
Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalated when necessary.
Ensure Service Level Requirements (SLRs) and contractual obligations are met.
Assist the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation. Communicate customer feedback across Axon teams and collaborate to drive product improvements.
Identify and escalating risks to the Program Manager to facilitate internal and executive collaboration.
Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records.
Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto‑tagging, etc.).
Assist in customer security assessments and vendor refresh assessments for major architectural changes.
Maintain knowledge of the customer’s technical landscape, including infrastructure, policies, and procurement processes.
Maintain and administer deployment records, including shipment tracking and RMAs.
Develop and enhance technical documentation and knowledge base articles to improve customer support, self‑service capabilities, and overall product comprehension.
What You Bring   Citizenship with the country of work (required for working with sensitive government data; must pass security clearance).
5+ years of IT experience in a support or deployment role.
Experience working with law enforcement and/or government entities.
Proven track record of managing customer relationships and technical projects successfully.
Ability to work autonomously to meet objectives with minimal oversight.
Robust IT background, with expertise in:
Software image creation and maintenance.
Routing, switching methodologies, Wi‑Fi, telecommunications, and Internet technologies.
Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ).
Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
API integrations and SaaS applications.
Solid ability to tailor technical discussions to varied audiences.
Analytical, strategic, and creative problem‑solving skills.
Exemplary written and verbal communication skills.
Highly detail‑oriented with proficient organizational and time‑management skills.
Benefits and Compensation  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
Base Pay Range: $74,250 — $118,800 CAD.
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…