Regional Support Manager, Professional Services

Regional Support Manager, Professional Services

Italy

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.

Your Impact
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 successful adoption and use of our technology for the Public Safety and adjacent sectors in the region. You will collaborate with the Country Manager, the Sales and Engineering teams, with in-country partners and distributors to support our customers.

Axon seeks professionals who can work at the tactical level and drive adoption through persistence and execution.

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

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 (SQL Server, Postgre
  
  SQL, MySQL);
  Infrastructure-as-a-Service (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) or equivalent experience
• Service Management and/or Professional Services experience in the public safety or defence sector is an asset

Axon is an equal opportunity employer. We do not discriminate on the basis of protected status. If you require accommodations during the application process, please contact