Solutions Engineer, Professional Services DACH

Solutions Engineer, Professional Services DACH Frankfurt 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. Reporting to: Director, EMEA Professional Services Direct Reports: None Location: Germany Travel expectations: 60%+ including international travel Your Impact Axon is seeking a Professional Services Manager to join a brand-new team supporting our growing customer base with product deployments predominantly in DACH and occasionally in wider EMEA. As a Professional Services Manager, you will have broad technical knowledge, product implementation experience and a customer‑centric attitude, and will work collaboratively and with agility in a fast moving and often ambiguous environment. You will become an expert in Axon’s SaaS and devices products, consultation and deployment programs, and work with Professional Services colleagues, sales, training, customer support, customer success and product teams to ensure a positive and successful product implementation experience for our customers; resulting in strong partnerships. Your efforts will directly impact revenue‑earning business activities, and you will frequently manage multiple high‑priority, deadline‑driven projects at once. Additionally, as a subject‑matter expert in your region, you will collaborate on designing and improving Professional Services processes related to consultation and implementation in EMEA, as well as assisting on a variety of other deployment related projects and tasks. Your Day to Day Engage with clients pre‑sale to implement Trial and Evaluation programs with Axon products; collaborate internally on RFP/RFI responses. Liaise with clients post‑sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments. Travel to customer sites; liaise with clients post‑sale to consult and coordinate on deployment tasks that need to be completed. Install, configure, troubleshoot and test Axon hardware products and software solutions (both cloud and on‑prem) at customer sites or remotely; execute assessments to meet customer needs. Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customise and localise materials. Act as main point of contact for customers during deployment and in hyper‑care, to ensure a positive and successful engagement with Axon and our products. Validate product updates and new releases to ensure a successful customer product experience; monitor release notes. Ensure all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe). Advocate for and implement industry best practices during implementation. Advocate customer needs by submitting software bugs and feature requests to product teams for assessment and resolution or development. Ability to self‑manage and work autonomously, yet promptly escalates issues to team manager when appropriate. Communicate and interact professionally with sales, product, engineers, customer support, customer success and commercial operations team members. Closely collaborate and share product and process knowledge with your peers and Axon channel partners in your region. Collaborate cross‑functionally to ensure everyone is up‑to‑date on customer requirements, changes, timelines, and project status. What You Bring Bachelor degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering) German speaker; other European languages a plus. English proficiency essential. Advanced understanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure, APIs, Network Administration, and related certifications. Experience in a SaaS and hardware/software company; knowledge of mobile device management, mobile application management, digital video, body‑worn cameras, and related domains. Strong ability to troubleshoot and solve technical problems with troubleshooting methodologies. Familiarity with remote & on‑site hardware and software installation and configuration. Experience consulting to meet customer needs. Proficiency in providing demonstrations and training on software and hardware products to large groups. Experience managing a varied portfolio of implementation projects. Proven ability to engage/manage internal and external customer relationships. Adaptability to continual product or process changes. Strong multitasking and cross‑functional communication skills. Positive, proactive work ethic. Proficiency in Microsoft Office, Salesforce, SharePoint, Dynamics 365, Zoom, Teams, JIRA. Cisco Network, Microsoft Azure, Cradlepoint or related certifications preferable. Willingness to obtain drone pilot or vehicle electronics certifications. Experience supporting law enforcement or public sector clients. We are committed to building diverse teams that reflect the communities we serve. If you’re excited about this role and our mission to Protect Life, we encourage you to apply, even if not every requirement is met. By applying for this position or any other Axon position, you acknowledge and consent to the following statement: The above job description is not intended as, nor does it constitute, an exhaustive list of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may be updated or supplemented at any time in accordance with business needs and conditions. Axon is an equal‑opportunity employer and complies with all federal and state laws. We provide equal opportunity to qualified candidates regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, disability, age, or veteran status. All citizens of the United States, including individuals with disabilities, are allowed to be asked to complete a form. Dispositions will maintain confidentiality. #J-18808-Ljbffr Axon