About the Job
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 ...
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.
Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.
Key Responsibilities
Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments
Serve as Incident Commander during high-severity operational events and customer escalations
Facilitate bridge calls and coordinate cross-functional response efforts across Engineering, Infrastructure, Product, Support, NOC, and Customer teams
Maintain clear, structured communication with both internal stakeholders and customer leadership teams, including executive-level audiences
Drive operational accountability, incident timelines, action items, and follow-through during active incidents
Lead post-incident reviews, root cause analysis discussions, after-action reporting, and operational improvement initiatives
Partner closely with NOC and operational teams to support service continuity and platform reliability
Help establish and mature incident management processes, workflows, tooling, and operational standards
Participate in an on-call leadership rotation supporting critical customer incidents
Travel up to 25% as needed to support customer operations, strategic initiatives, or critical incident response efforts
Required Skills & Abilities
7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, or related operational leadership roles
Experience leading high-severity operational incidents within SaaS, cloud, mission-critical, or highly available technical environments
Strong executive communication skills with the ability to remain calm, structured, and decisive during high-pressure situations
Experience coordinating cross-functional technical teams during customer-impacting incidents
Demonstrated ability to drive operational accountability and lead complex incident response efforts without direct authority
Strong understanding of technical infrastructure concepts including cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems
Experience leading post-mortems, root cause analysis reviews, and operational improvement initiatives
Comfortable operating within fast-paced, high-growth, and evolving environments
Ability to participate in a heavy on-call rotation supporting mission-critical customer
Experience supporting mission-critical environments such as:
Public Safety
PSAP/ECC operations
Emergency Communications
NG911 environments
Critical Infrastructure
Real-Time Communications platforms
Experience working with public safety technology vendors or operational environments
Familiarity with CAD systems, call handling systems, emergency communications workflows, or incident command structures
Experience supporting highly regulated or operationally sensitive customer environments
Exposure to NIMS, ICS, APCO, ENP, or emergency communications operational frameworks
Prior experience in public safety operations, emergency communications centers, or mission-critical command environments
Qualifications
Experience:
7 years experience
