Mission Operator - Baltimore
Axon
Maryland-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. 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
This isn't relationship management. It's operational leadership.
As a Mission Operator II, you serve as the trusted technical advisor for complex public safety agencies, helping customers maximize the value of Axon's technology ecosystem throughout the entire customer lifecycle. You don't wait for problems to surface—you anticipate them. You don't simply resolve issues—you create lasting operational improvements.
You combine deep software expertise with knowledge of hardware, networking, cloud technologies, AI, and public safety operations to help agencies modernize how they work. Customers rely on your judgment, technical leadership, and ability to navigate complex challenges while building confidence in both the technology and the partnership.
Mission Operators aren't measured by activity—they're measured by customer trust, operational outcomes, and technology that performs when it matters most. Mission Operators thrive in ambiguity, solve problems others can't, and earn trust through action. They combine technical expertise with operational leadership to help customers achieve outcomes that matter—because when public safety agencies succeed, lives are protected.
What You'll Do
Location: On Site with travel Reports To: Manager or Senior Manager of Mission Engineering
Strategic Customer Partnership
- Serve as the primary technical advisor for assigned public safety agencies.
- Build trusted relationships with technical, operational, and executive stakeholders.
- Conduct regular business and technology reviews focused on operational success.
- Develop long-term customer success and technology adoption strategies.
- Represent customer priorities across Axon.
Technical Leadership
- Independently troubleshoot complex software, hardware, networking, cloud, and integration issues.
- Lead technical escalations involving Product, Engineering, Support, and Professional Services.
- Guide implementation planning, architecture discussions, and technology modernization.
- Serve as the technical authority during deployments and operational challenges.
Deployment & Operational Excellence
- Lead deployments across multiple Axon products.
- Drive customer adoption and operational optimization.
- Identify workflow improvements that improve customer efficiency.
- Support AI adoption and digital transformation initiatives.
Data & Customer Insights
- Analyze customer health, adoption metrics, and operational performance.
- Utilize Power BI, SQL, dashboards, and reporting tools to identify risks and opportunities.
- Provide data-driven recommendations that improve customer outcomes.
Training & Enablement
- Deliver advanced technical training.
- Develop customer best practices and operational documentation.
- Increase customer confidence in managing Axon technology.
- May be assigned to mentor others
Field Leadership
- Lead onsite deployments, executive engagements, and critical customer situations.
- Coordinate internal and customer stakeholders to ensure successful outcomes.
What You Bring
Required
- Typically 5–7 years of experience in technical account management, customer success, implementation, solution engineering, or comparable customer-facing technical roles.
- Experience supporting enterprise software, SaaS platforms, cloud technologies, or integrated technology environments.
- Strong troubleshooting, analytical thinking, and root-cause analysis skills.
- Working knowledge of networking, cloud infrastructure, enterprise integrations, and modern IT environments.
- Proven ability to independently manage complex customer relationships.
- Strong executive communication and consulting skills.
- Ability to travel as required.
- Ability to obtain and maintain CJIS compliance and satisfy customer background requirements.
Benefits that Benefit You
- Competitive salary and 401(k) with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, dental, and vision plans
- Fitness programs
- Emotional and mental wellness support
- Learning and development programs
- And yes, we have snacks in our offices
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].
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