Regional Support Manager, Professional Services

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. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. 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. Your Impact Are you ready to make your mark on the world and save lives? Does the thought of bridging the gap between citizens and public safety professionals excite you? Do you enjoy working with a team to develop new business in a market that is exploding? In a world where Public Safety is becoming an ever increasing challenge, we are building the future by bringing new technologies to the Public Safety arena. We are a company of passionate people with the noble mission: to protect life, protect truth, and make communities safer. As the Regional Support Manager for Italy, you will be tasked with driving customer success and adoption of TASER and Axon products and solutions, with the objective of grant a successful adoption and use of our technology for the Public Safety and adjacent sectors in the region. To accomplish this objective, you will be responsible for working with the Country Manager, the Sales and Engineer team, with the in-country partners and distributors to support our customers. Axon is seeking professionals that can work at the tactical level and drive a successful 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 the large Axon Enterprise, where we are experiencing sustained 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 ("Join Forces" model) Basic qualifications 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 (visa responsibility may apply) 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\u2019s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. #J-18808-Ljbffr