Professional Services Manager II

Employer description

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.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As a Professional Services Manager – Field Services, you will serve as a customer-facing technical deployment expert responsible for implementing, configuring, validating, troubleshooting, and supporting Axon public safety technology in the field.

This is a highly hands-on role that combines technical expertise, field installation, project ownership, troubleshooting, and customer enablement. You will own deployments from pre-installation planning and site readiness through installation, configuration, commissioning, customer training, documentation, and successful handoff.

As part of Field Services, you will support multiple Axon technologies based on customer and business needs. Assignments may include Axon Fleet, Vehicle Intelligence / Automated License Plate Recognition (ALPR), Interview Room, and other supported Axon technologies.

You do not need to arrive as an expert in every Axon product. We are looking for someone with a strong technical foundation, hands-on field experience, excellent troubleshooting skills, and the ability to learn and support multiple technologies. You will work directly with public safety agencies, agency IT teams, command staff, technical stakeholders, third-party installation partners, and internal Axon teams to deliver a professional and consistent implementation experience.

What You’ll Do

Location: Remote, United States

Travel: 80–100%

Reports to: Manager, Professional Services

Lead Field Deployments

• Own assigned deployments from initial preparation through successful customer handoff.
• Serve as the onsite Axon technical lead and primary deployment point of contact.
• Install, configure, commission, validate, and support Axon hardware, software, cameras, networking equipment, and connected technologies.
• Perform pre-deployment technical reviews and verify site readiness, infrastructure, networking, power, access, and other prerequisites.
• Execute field commissioning and system validation testing.
• Manage multiple deployments, deadlines, and changing priorities while maintaining a high standard of technical execution.
• Identify potential deployment risks early and work with customers and internal teams to resolve them.
• Ensure installations are complete, professional, documented, and supportable.

Install & Configure Technology

Depending on the assignment, responsibilities may include:

• Installing and configuring network-connected hardware and software.
• Configuring IP cameras, Windows-based systems, routers, cellular devices, and supporting infrastructure.
• Installing, terminating, testing, and troubleshooting low-voltage cabling.
• Supporting vehicle-based technologies involving networking, wireless communications, Cradlepoint routers, and 12V DC systems.
• Deploying fixed-position cameras and associated networking, cellular, power, and communications infrastructure.
• Installing and configuring Interview Room hardware, cameras, software, and supporting infrastructure.
• Validating third-party and subcontractor installation quality against Axon standards.
• Providing technical direction to third-party installation teams when required.

Troubleshoot & Solve Complex Problems

• Troubleshoot hardware, software, networking, cellular connectivity, cameras, Windows systems, and system integrations.
• Diagnose connectivity issues involving TCP/IP, LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular networks.
• Use structured troubleshooting and root-cause analysis to determine whether issues originate within Axon technology, customer infrastructure, third-party systems, installation quality, or environmental conditions.
• Troubleshoot issues independently and determine when escalation is appropriate.
• Escalate product irregularities and complex technical issues to Product Management, Engineering, Technical Support, or other appropriate teams.
• Develop practical solutions to technical challenges while balancing deployment timelines, customer expectations, Axon standards, and long-term supportability.

Own the Customer Experience

• Build strong working relationships with customer technical and operational stakeholders.
• Engage professionally with Chiefs of Police, Sheriffs, Command Staff, IT Directors, Real Time Crime Center personnel, program managers, administrators, and end users.
• Serve as a trusted technical advisor regarding system configuration, infrastructure requirements, hardware placement, networking, and deployment best practices.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Set appropriate expectations when customer infrastructure or environmental conditions do not meet documented requirements.
• Balance customer operational needs with Axon technical standards and supported configurations.
• Maintain a professional, customer-focused presence throughout the deployment.

Train & Enable Customers

• Conduct technical and operational training for customer administrators, technical contacts, and end users.
• Train customers on the proper use and operation of deployed Axon technologies.
• Ensure customers understand system workflows and how the deployed technology integrates with their environment.
• Enable technical contacts to perform basic administration and self-service troubleshooting.
• Adapt training and technical explanations to the experience level and responsibilities of the audience.
• Ensure customers are prepared to successfully operate the solution after Field Services completes the deployment.

Document & Improve

• Create and maintain accurate site assessments, network diagrams, installation records, system configurations, and deployment reports.
• Maintain accurate internal project status and complete required administrative updates in a timely manner.
• Capture lessons learned and identify opportunities to improve deployment processes.
• Communicate product irregularities, customer feedback, and enhancement opportunities to appropriate internal teams.
• Contribute to Field Services standards, documentation, technical best practices, and repeatable deployment processes.
• Provide feedback that improves deployment quality, customer experience, and operational scalability.

Collaborate Across Axon

Work closely with teams including:

• Professional Services
• Customer Success
• Sales
• Solutions Engineering
• Product Management
• Engineering
• Technical Support
• Third-party installation partners

Field Services operates at the intersection of Axon technology and the customer environment. Strong collaboration and communication across these groups will be essential to your success.

What You Bring

Required Qualifications

• 3+ years of hands-on technical deployment, implementation, field service, professional services, systems integration, or comparable experience.
• Strong knowledge of TCP/IP networking and network troubleshooting.
• Experience deploying and troubleshooting technology in IP-based network environments.
• Working knowledge of LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular communications.
• Hands-on experience installing, configuring, supporting, or troubleshooting network-connected hardware and software.
• Working knowledge of Windows operating systems and applications.
• Strong troubleshooting and root-cause-analysis skills across hardware, software, networking, and infrastructure.
• Demonstrated experience working directly with customers in technical environments.
• Ability to independently own technical projects from preparation through completion.
• Ability to read and follow technical documentation, diagrams, installation standards, and defined deployment procedures.
• Strong written and verbal communication skills.
• Ability to explain technical concepts and train both technical and non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and adapt to changing field conditions.
• Ability to work independently with minimal supervision while contributing effectively within a larger team.
• Ability and willingness to travel extensively throughout the United States.
• Valid driver’s license with an acceptable driving record.
• Ability to stand, bend, climb, stoop, and lift or carry equipment up to 75 pounds, with or without reasonable accommodation.

Preferred Qualifications

Experience in one or more of the following is preferred, but candidates are not expected to have experience in every area:

• Public safety technology
• Field-based technology deployments
• Automated License Plate Recognition (ALPR)
• IP cameras and video systems
• Physical security systems
• Low-voltage cabling, termination, and testing
• Vehicle electronics and 12V DC systems
• Cradlepoint routers, NCOS, or NetCloud
• Cellular and wireless communications
• Windows server environments
• Fixed-position camera infrastructure
• Pole-mounted or solar-powered technology
• Fleet or emergency vehicle technology
• Project or deployment management
• Working with law enforcement or other public safety agencies

Relevant technical certifications such as CompTIA A+, Network+, Security+, CCNA, Cradlepoint certifications, Emergency Vehicle Technician (EVT), ASE Electronics, or equivalent industry certifications are a plus.

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
• And yes, we have snacks in our offices

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

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 https://www.axon.com/careers.

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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 or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected].  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [email protected].