Mission Operator - Albuquerque Police Department

Role overview

Act as the primary technical advisor for public safety agency customers, helping them deploy and get lasting operational value from a connected technology environment. This is a customer-facing leadership role that combines complex troubleshooting, implementation guidance, adoption planning, and executive communication. The position is based on site at a customer agency in the greater Albuquerque area five days a week.

Responsibilities

- Build trusted working relationships with technical, operational, and executive stakeholders, and represent customer priorities internally. - Plan and lead deployments across multiple products, including architecture discussions and modernization efforts. - Troubleshoot complex software, hardware, networking, cloud, and integration issues; coordinate escalations with relevant technical teams. - Develop adoption and customer success plans, identify workflow improvements, and support AI and digital transformation initiatives. - Review usage, customer health, and operational performance data to identify risks and recommend improvements. - Deliver advanced training and documentation, and lead onsite deployments and critical customer engagements.

Requirements

- Typically 5–7 years in technical account management, customer success, implementation, solution engineering, or a comparable customer-facing technical role. - Experience supporting enterprise software, SaaS, cloud services, or integrated technology environments. - Working knowledge of networking, cloud infrastructure, enterprise integrations, and modern IT environments. - Strong troubleshooting, analytical, and root-cause investigation skills. - Ability to independently manage complex customer relationships and communicate effectively with executives. - Ability to travel as needed and obtain and maintain CJIS compliance and customer background clearance.

Nice to have

- Familiarity with data analysis and reporting tools such as SQL, Power BI, or dashboards. - Experience mentoring colleagues or guiding technical escalations across teams.

Benefits and work setup

Benefits listed include medical, dental, and vision coverage; a 401(k) with employer match; discretionary paid time off; parental leave; fitness and mental wellness resources; and learning programs. The role requires five days per week on site at the customer agency in the Albuquerque area.