Saas Account Manager Jobs in Bothell, WA (NOW HIRING)

• The Remote Technical Advisor supports enterprise customers through a shared, fractional engagement model. This role is designed for mid-size, multi-product deployments that require strong technical oversight and customer advocacy, without a fully embedded onsite resource.
• The Remote Technical Advisor serves as a trusted technical advisor, escalation point, and deployment partner. While primarily remote, this role must be capable of rapid onsite response to troubleshoot complex issues, particularly those involving hardware, networking, or deployment blockers.
• When not fully allocated to customer engagements, the Remote Technical Advisor contributes to Professional Services Operations (PSO) initiatives, process improvements, internal enablement, and large enterprise deployments.

• Location: Axon Hub (U.S.-based)
• Travel: Up to 50% travel, including short-notice and overnight trips
• Reports To: Director, Enterprise Technical Account Management

Travel & Logistics Requirements

• Willing and able to travel on short notice
• Valid driver's license
• Ability to work onsite at customer locations
• Comfortable supporting customers across multiple time zones

Customer Technical Ownership & Advocacy

• Serve as the primary technical point of contact for assigned enterprise customers
• Build trusted relationships with technical teams, operations leaders, and stakeholders
• Develop a deep understanding of customer environments, business objectives, and constraints
• Advocate for customer needs across Product, Engineering, Support, and Sales
• Translate customer requirements into clear technical guidance and actionable outcomes

Proactive Technical Engagement & Health Management

• Conduct regular technical health checks, system reviews, and deployment assessments
• Identify risks, misconfigurations, and adoption gaps before they become incidents
• Provide best-practice recommendations for configuration, scaling, and operational use
• Lead or support technical business reviews focused on system stability and adoption
• Align customer environments with product roadmap and long-term strategy

Technical Support, Escalation & Troubleshooting

• Act as an escalation point for complex or high-impact technical issues
• Perform advanced troubleshooting across hardware, software, networking, and integrations
• Coordinate resolution efforts across Support, Engineering, Operations, and third-party vendors
• Communicate issue status, root cause, and remediation plans clearly to stakeholders
• Participate in incident response, post-incident reviews, and root-cause analysis

Onsite Support & Rapid Response

• Travel onsite to support:
• Hardware diagnostics and replacement
• Network and infrastructure troubleshooting
• Deployment recovery and critical operational failures
• Lead technical execution during onsite engagements
• Coordinate efforts between internal teams and customer stakeholders
• Document and operationalize lessons learned from onsite incidents

Fractional Account Management & Time Allocation

• Manage multiple customer engagements with defined fractional allocations
• Balance proactive work, reactive support, and internal initiatives across accounts
• Set clear expectations with customers regarding availability and engagement scope
• Track time, outcomes, and engagement health across assigned accounts

Operational Excellence & Continuous Improvement

• Document common issues, solutions, and workflows in playbooks and knowledge bases
• Contribute to process improvements that enhance scalability and consistency
• Support internal initiatives such as tooling improvements, training, and onboarding
• Provide structured feedback to Product and Engineering based on customer usage

Experience & Background

• 3-7+ years of experience in:
• Technical Account Management
• Customer Success Engineering
• Solutions Engineering or Professional Services
• Enterprise technical support (hardware + software platforms)
• Experience supporting enterprise or public-sector customers in complex environments
• Strong troubleshooting skills across networking, hardware deployments, and SaaS platforms
• Ability to quickly learn and support multi-product technology stacks
• Comfortable working with IT, operations, and security teams

Core Skills

• Excellent written and verbal communication
• Ability to explain complex technical concepts to diverse audiences
• Strong customer presence in high-pressure situations
• Ability to operate independently while keeping stakeholders informed
• Preferred Qualifications
• Experience supporting retail or large distributed enterprise customers
• Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
• Experience with evidence.com or digital evidence management systems
• Certifications such as CCNA, Network+, Security+, or equivalent
• Experience with VMS, IP cameras, or network-connected physical security devices

• 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
• Employee Resource Groups (ERGs)
• Office snacks

Benefits may vary depending on employment type and location.