Regional Support Manager, Professional Services

Responsibilities

• 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)

Requirements

• 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
• 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 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 col

Benefits

Additional Information

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 Match

How well this role fits your profile.

Company Intel

What employees say

Worked at axon? Share your experience