Your Impact
You are the "boots on the ground," primary point of support for theHoward County Police Department. You are the subject matter expert on all Axon products & services, you are finding solutions to large problems and advising the agency on best practices. You serve as a change manager who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon. This role will play a critical part inHoward County Police Department'songoing use of their current Axon Records Management Systems (RMS) and Standards System. You will serve as an integral part of saving lives.
What You'll Do
Location:On-sitein Ellicott City MD
Reports To:Manager of Technical Account Management Services
Your goal is to provide excellent technical support for Axon's RMS and Standards products daily to the Howard County Police Department, making sure their expectations are exceeded
You collaborate daily with both external customers and internal employees for smooth resolution to issues
You have high availability and will assist customers if any issues occur outside of normal business hours
You document any processes or issues, and provide feedback or suggestions to the internal team for improvements
Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the customer
Work with the agency through change management processes to effectively adopt Axon's software
Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
Support Software Integrations and Datastore/Datawarehouse Management
Troubleshoot agency issues and work with engineering and product teams through resolution
Spend up to 4 days on site per week with customers resolving issues & answering questions related to Axon's mission critical products
What You Bring
Bachelor's degree in business administration or related field OR 4+ yrs of relative experience
Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights
Experience building views, writing & optimizing queries, and creating reports in SQL Server
Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
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
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Knowledge of computer hardware, operating systems, and storage devices
Ability to effectively communicate with various people including customers, colleagues, and across departments
Experience using Splunk, JIRA, and/or Salesforce is preferred
Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
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
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay between USD 80,000 in the lowest geographic market and USD 120,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: experience, training, transferable skills, work experience, business needs, and geographic market demands 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 www.axon.com/careers/benefits.
