Technical Account Manager

Responsibilities

• Achieve expertise in Dedrone technologies including DedroneTracker.AI C2 — cloud, on-prem, and offline variants — the full RF sensor portfolio RF-160, RF-310, RF-360, RF-560, AoA and TDOA configurations, Robin Radar, FLIR / Axis EO/IR PTZ cameras, and authorised mitigation systems in scope under the customer framework.
• Serve as the primary technical liaison between Dedrone and the customer program office and site-level operational owners.
• Participate in operational and technical meetings with the customer, ensuring effective communication and collaboration across stakeholders.
• Build and maintain an internal Axon / Dedrone network to support both the customer-facing team and the customer’s project team — including SEs, the Sr Technical Program Manager, Product Management, Support, and R&D.
• Provide hands‑on field support across the deployment lifecycle: hardware reception and unpacking, sensor commissioning, mast and tripod setup, network connectivity validation, C2 platform configuration, and acceptance testing.
• Assist the customer in inventory management of Dedrone hardware across sites in metropolitan France and overseas territories.
• Monitor support tickets, provide tier‑2 technical troubleshooting — sensor → network → server → UI — and escalates to L3 / R&D when necessary.
• Maintain RF library currency for the customer’s threat environment — coordinate with Dedrone R&D on signature additions and DedroneDNA updates relevant to observed threats.
• Ensure Service Level Requirements and contractual obligations are met.
• Assist the Sr Technical Program Manager and PSO team by providing requested materials, information, and Voice of Customer documentation. Communicate customer feedback across Dedrone / Axon teams and collaborate to drive product improvements.
• Identify and escape risks to facilitate internal and executive collaboration.
• Interpret and communicate Dedrone release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption in coordination with the SE team.
• Support invoicing and revenue‑recognition checkpoints by ensuring reliable deployment counts and maintaining Salesforce and PSO tooling records.
• Facilitate training and knowledge transfer for customer operators, including integrations — APIs, webhooks, Fusus‑equivalent C2 connectors, ATAK/TAK integrations where in scope.
• Assist in customer security assessments and vendor refresh assessments for major architectural changes.
• Maintain knowledge of the customer’s technical landscape, including infrastructure, networking, security policies, and procurement processes.
• Maintain and administer deployment records, including shipment tracking and RMAs across overseas territories.
• Develop and enhance technical documentation and knowledge base articles to improve customer support, self‑service capabilities, and overall product comprehension — including French‑language operator guides as appropriate.
• Coordinate closely with the third‑party in‑country installer on site readiness, physical installation, and L1 maintenance handoff.
• Deploy with confidence through technical guidance, readiness planning, and go‑live support.
• Reduce implementation risk by identifying integration, configuration, access, and workflow dependencies early.
• Improve adoption through role‑specific enablement, training alignment, and adoption planning.
• Strengthen technical health with proactive reviews, release readiness, and performance guidance.
• Coordinate escalations as a dedicated technical partner who understands the customer environment.
• Track progress against outcomes through a success plan, roadmap, and KPI review cadence.
• Realise more value across operational adoption, platform health, staff productivity, and risk reduction.

Requirements

• French citizenship — required to work with sensitive government data; willingness to undergo French government security clearance, such as Habilitation Confidentiel Défense or higher as required.
• Bilingual French and English — native French; professional written and spoken English.
• 5+ years of experience in an IT, network engineering, RF / sensor field engineering, or technical deployment role.
• Experience working with law enforcement, defense, or government entities — strongly preferred.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously to meet objectives with minimal oversight, particularly when embedded with the customer day‑to‑day.
• Network administration: TCP/IP, VLANs, DHCP, DNS, SSH, firewalls, VPNs, LTE backhaul.
• Linux and Windows Server administration, basic SQL, certificate management.
• On‑prem, offline / air‑gapped, and cloud deployment models.
• Active Directory / Entra ID and identity integration patterns.
• API integrations and SaaS application administration.
• Solid ability to tailor technical discussions to varied audiences — from operators and field users to technical authorities and executive sponsors.
• Strong documentation discipline — architecture diagrams, runbooks, S2S handover packs, operator training materials.
• Comfortable maintaining a home lab and learning new sensor / RF / radar / EO/IR technologies at depth.

Core Competencies

Demonstrates expertise in Dedrone technologies and RF sensor systems, with a strong focus on customer relationship management and technical project execution. Proficient in network administration, deployment models, and bilingual communication to effectively support government and defense entities.