Technical Account Manager

Overview

Join Axon and be a Force for Good. At Axon, we aim to Protect Life through our ecosystem of devices and cloud software. We value candor, care, and diverse perspectives from our customers, communities and colleagues. Life at Axon is fast-paced, challenging and meaningful, with ownership and opportunity to drive real change.

Embedded Technical Account Manager - Counter-UAS
Location: Paris, France – on-site minimum 3 days per week with the customer where permitted
Travel: 20-30% within France, including overseas territories, and other European countries as needed
Reports to: Manager, Technical Account Management & Regional Support, with dotted line to the Sr Technical Program Manager

Your Impact

As an Embedded Technical Account Manager at Dedrone, an Axon company, you will be the technical face of Dedrone inside one of the most strategically important Counter-UAS programs in Europe. You will be the primary in-country technical point of contact for the customer, fostering a long-term strategic partnership and ensuring Dedrone\'s solutions deliver against the operational mission of protecting people, public safety operations, and critical infrastructure from the drone threat. You will provide technical expertise, day-to-day operational ownership, and customer advocacy to ensure stakeholders achieve their mission objectives using DedroneTracker.AI, RF sensors, radar, and EO/IR camera systems. You will collaborate with cross-functional teams across Dedrone PSO, Sales Engineering, Product, and R&D to surface insights into customer needs and influence internal roadmaps.

You will wear multiple hats – from consultant to product expert to hands-on field engineer – to help the customer optimise daily workflows, keep installed base healthy, and adopt new capabilities as they are released. Your work contributes to Axon and Dedrone\'s mission of protecting life and accelerating justice through innovative technology.

What You’ll Do

• Achieve expertise in Dedrone technologies including DedroneTracker.AI C2 (cloud, on-prem, offline), full RF sensor portfolio RF-160, RF-310, RF-360, RF-560, AoA and TDOA configurations, Robin Radar, FLIR/Axis EO/IR PTZ cameras, and authorised mitigation systems in scope under the customer framework.
• Serve as the primary technical liaison between Dedrone and the customer program office and site-level operational owners.
• Participate in operational and technical meetings with the customer, ensuring effective communication across stakeholders.
• Build and maintain an internal Axon / Dedrone network to support both the customer-facing team and the customer\'s project team, including SEs, the Sr Technical Program Manager, Product Management, Support, and R&D.
• Provide hands-on field support across the deployment lifecycle: hardware reception and unpacking, sensor commissioning, mast and tripod setup, network connectivity validation, C2 platform configuration, and acceptance testing.
• Assist the customer in inventory management of Dedrone hardware across sites in metropolitan France and overseas territories.
• Monitor support tickets, provide tier-2 technical troubleshooting (sensor, network, server, UI) and escalate to L3 / R&D when necessary.
• Maintain RF library currency for the customer\'s threat environment and coordinate with R&D on signature additions and DedroneDNA updates relevant to observed threats.
• Ensure service level requirements and contractual obligations are met.
• Assist the Sr Technical Program Manager and PSO team by providing requested materials, information, and Voice of Customer documentation. Communicate customer feedback across Dedrone / Axon and collaborate to drive product improvements.
• Identify and escalate risks to facilitate internal and executive collaboration.
• Interpret and communicate Dedrone release notes, tailoring information to the customer to enhance understanding and drive product adoption in coordination with the SE team.
• Support invoicing and revenue-recognition checkpoints by ensuring reliable deployment counts and maintaining Salesforce and PSO tooling records.
• Facilitate training and knowledge transfer for customer operators, including integrations (APIs, webhooks, Fusus-equivalent C2 connectors, ATAK/TAK integrations where in scope).
• Assist in customer security assessments and vendor refresh assessments for major architectural changes.
• Maintain knowledge of the customer\'s technical landscape, including infrastructure, networking, security policies, and procurement processes.
• Maintain and administer deployment records, including shipment tracking and RMAs across overseas territories.
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product understanding – i