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Axon Logo Axon · IT - Administration

Professional Services Engineer

Italy · Job Posted February 17, 2026
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Job Description

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.

Job Responsibility

  • 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)

Nice to have

  • 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
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