Professional Services Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Take charge of assigned deployments from the initial preparation stage to a successful handover to the customer.

• Act as the onsite technical lead for Axon and the main point of contact during deployments.

• Install, configure, commission, validate, and provide ongoing support for Axon hardware, software, cameras, networking devices, and associated technologies.

• Conduct pre-deployment technical assessments and confirm site readiness, including infrastructure, networking, power, access, and other essential prerequisites.

• Carry out field commissioning and system validation testing.

• Oversee multiple deployments, manage deadlines, and handle shifting priorities.

• Recognize deployment risks and collaborate with customers and internal teams to resolve them.

• Install and set up network-connected hardware and software, IP cameras, Windows systems, routers, cellular devices, and the necessary infrastructure.

• Install, terminate, test, and troubleshoot low-voltage cabling.

• Provide support for vehicle-based technologies that involve networking, wireless communications, Cradlepoint routers, and 12V DC systems.

• Troubleshoot issues related to hardware, software, networking, cellular connectivity, cameras, Windows systems, and integrations.

• Diagnose problems with TCP/IP, LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular networks.

• Facilitate technical and operational training for customer administrators, technical contacts, and end users.

• Develop and maintain site assessments, network diagrams, installation records, system configurations, and deployment reports.

• Work collaboratively with Professional Services, Customer Success, Sales, Solutions Engineering, Product Management, Engineering, Technical Support, and third-party installation partners.

⛳️ Requirements

• A minimum of 3 years of hands-on experience in technical deployment, implementation, field service, professional services, systems integration, or a related field.

• In-depth knowledge of TCP/IP networking and network troubleshooting techniques.

• Experience in deploying and troubleshooting technology within IP-based network environments.

• Familiarity with LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular communications.

• Practical experience in installing, configuring, supporting, or troubleshooting network-connected hardware and software.

• Proficient understanding of Windows operating systems and applications.

• Strong skills in troubleshooting and root-cause analysis across hardware, software, networking, and infrastructure.

• Proven experience working directly with customers in technical settings.

• Capability to independently manage technical projects from preparation through to completion.

• Ability to read and interpret technical documents, diagrams, installation standards, and established deployment procedures.

• Excellent written and verbal communication skills.

• Skill in explaining technical concepts and training both technical and non-technical users.

• Strong organizational capabilities and meticulous attention to detail.

• Ability to juggle multiple priorities and adapt to changing field conditions.

• Competence to work independently with minimal supervision while effectively contributing to a larger team.

• Willingness and ability to travel extensively throughout the United States.

• Valid driver's license with a satisfactory driving record.

• Physical ability to stand, bend, climb, stoop, and lift or carry equipment weighing up to 75 pounds, with or without reasonable accommodation.

🏝️ Benefits

• Competitive salary

• 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

• Snacks in offices