Regional Support Manager, Professional Services

Regional Support Manager, Professional ServicesItalyOverviewJoin 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 DayProvide timely, professional technical support to customers via phone, email, and ticketing platformsOwn and follow through on support cases from intake to resolution, across Tier 1–3 complexityLead onsite and remote installations of Axon hardware and softwareDeliver technical training and onboarding to customers and partners as part of product deploymentCollaborate with local partners and distributors, supporting their technical readiness and field performanceMaintain deep expertise across the Axon product ecosystem, tools, and implementation workflowsTravel as needed (~40%) to support installations, escalations, training, and evaluationsDocument and escalate product issues, bugs, and field trends to Engineering and Product teamsSupport product evaluations (T&Es) with installation, configuration, and field testingSchedule and lead regular technical check-ins with assigned customers as neededCoordinate with internal teams (e.g., Sales, SEs, PMs) to proactively address customer needs and deployment blockersAdapt to evolving regional needs, occasionally supporting cross-functional or cross-team priorities3+ 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, SaaSExperience with computing infrastructure, system support, and data centersConfident in diagnosing and integrating complex IT systems, with strong troubleshooting skillsStrong communicator in English and Italian, able to interface with technical and non-technical stakeholdersProficiency with MS Office, Salesforce, Trello, Slack, Quip, and ability to adopt new tools quicklyComfortable working independently and remotely; proactive and self-motivatedStrong interpersonal skills and business acumen; able to collaborate across teams and levelsWilling and able to travel up to 40% within region and abroadLegal right to live and work in Italy and travel internationallyBonus: Understanding of software development, project tracking, or data analysisPreferred QualificationsPrior military or law enforcement experienceBachelor's Degree (preferably in Computer Science or Engineering fields) or equivalent experienceService Management and/or Professional Services experience in the public safety or defence sector is an assetDon’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