Regional Support Manager, Professional Services

Regional Support Manager, Professional Services Italy Overview Join Axon and be a Force for Good. 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. 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. As the Regional Support Manager for Italy, you will drive customer success and adoption of TASER and Axon products and solutions, with the objective of ensuring successful adoption and use of our technology for the Public Safety and adjacent sectors in the region. You will work with the Country Manager, the Sales and Engineer teams, in-country partners and distributors to support customers. Axon seeks professionals who can operate at the tactical level and drive adoption through persistence and execution. We are looking for a talented Regional Support Manager to develop and serve our customers, making them more effective and successful. Italy is a country within Axon where we are experiencing growth and expansion. If you are a high performer, this could be your career breakout. Your Day to Day Provide timely, professional technical support to customers via phone, email, and ticketing platforms Own and follow through on support cases from intake to resolution, across Tier 1–3 complexity Lead onsite and remote installations of Axon hardware and software Deliver technical training and onboarding to customers and partners as part of product deployment Collaborate with local partners and distributors, supporting their technical readiness and field performance Maintain deep expertise across the Axon product ecosystem, tools, and implementation workflows Travel as needed (~40%) to support installations, escalations, training, and evaluations Document and escalate product issues, bugs, and field trends to Engineering and Product teams Support product evaluations (T&Es) with installation, configuration, and field testing Schedule and lead regular technical check-ins with assigned customers as needed Coordinate with internal teams (e.g., Sales, SEs, PMs) to proactively address customer needs and deployment blockers Adapt to evolving regional needs, occasionally supporting cross-functional or cross-team priorities 3+ years in a technical support, professional services, or field implementation role (e.g., RSM, IT Support, PSM) Strong technical knowledge in Networking (TCP/IP, VLANs, DNS, DHCP, VPN, firewalls, proxies); Relational databases (e.g., SQL Server, PostgreSQL, MySQL); Infrastructure-as-a-Service (e.g., AWS, Azure); Digital video, mobile communications, embedded systems, IAM, SaaS Experience with computing infrastructure, system support, and data centers Confident in diagnosing and integrating complex IT systems, with strong troubleshooting skills Strong communicator in English and Italian, able to interface with technical and non-technical stakeholders Proficiency with MS Office, Salesforce, Trello, Slack, Quip, and ability to adopt new tools quickly Comfortable working independently and remotely; proactive and self-motivated Strong interpersonal skills and business acumen; able to collaborate across teams and levels Willing and able to travel up to 40% within region and abroad Legal right to live and work in Italy and travel internationally Bonus: Understanding of software development, project tracking, or data analysis Preferred Qualifications Prior military or law enforcement experience Bachelor's Degree (preferably in Computer Science or Engineering fields) or equivalent experience Service Management and/or Professional Services experience in the public safety or defence sector is an asset Don't meet every single requirement? That's okay. At Axon, we aim far and think big with a long-term view to reinvent the world to be a safer, better place. We are committed to building diverse teams that reflect the communities we serve. Equity and inclusion are core to Axon. If you believe you'd be a good fit for this role or others, we encourage you to apply. The above job description is not intended as exhaustive and may change with business needs. #J-18808-Ljbffr