• Provide product and technical support for assigned accounts • Identify and develop potential new business opportunities • Convey customer requirements to Product Management, Marketing, and Engineering teams • Provide functional and technical support to customers • Respond to customer questions on technical and business related issues • Deliver high-level and detailed sales presentations • Responsible for attending conferences and seminars

• Must be willing to reside within one hour of Pinellas County Sheriff’s Office HQ • Achieve mastery of all Axon technologies and products • Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder audiences within your account • Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner • Manage customer expectations, keeping customers satisfied while ensuring expectations remain realistic • Provide tier-2 technical support • Provide limited redaction support, primarily in the form of technical guidance, training, and troubleshooting • Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances • Develop relationships with key partners to support growth within the customer account • Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services • Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement • Maintain customer confidence, especially in high-pressure situations • Maintain and develop relationships with other vendors within the agency to coordinate product installations, upgrades, and problem resolution when necessary • Report, as needed, to various agency locations to ensure project timelines and objectives are being met • Support customer deployment activities, implementation planning, product adoption, and operational readiness • Deliver customer training related to relevant Axon products, workflows, and integrations • Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment

Role Description This position is needed to be the designated technical support engineering contact for our strategic customers. As a designated technical contact, you will work with our customers to resolve complex technical problems. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide valuable contributions through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. Responsibilities - Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. - Collaborate with customers’ developers to troubleshoot use of the Twilio helper libraries. - Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences. - Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. - Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process. Qualifications - 4+ years of proven experience. - Twilio Messaging and or Voice experience. - Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. - Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. - Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries. - Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. Requirements - Development experience in Javascript, VOIP / SIP Applications, WebRTC. - Twilio Messaging certification. - Twilio Voice Certification. - Twilio Email Certification. Location This role will be remote, and based in Colombia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - Retirement savings program. - And much more. Offerings vary by location.

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000) • Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers. • Should onboard Enterprise customers, presenting benefits and how to access them, establishing processes for contacting TAM, setting up an Administrator, raising cases and setting up regular cadence calls. • Deliver Quarterly Business Review,s including product roadmap (when available) in accordance with customers' requirements. • Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption • Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases. • Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer, preventing future recurrence. • Create and maintain a Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, and specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades. • Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up-to-date information designed to provide real business value. • Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKUs. • Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements, etc. • Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services, • Accurately document all initial and sign-off communication to organise Work Orders. • Record progress against the delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers. • Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by the customer and raised as JIRA (confirmed by Development) • Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.