Apply: Senior Director Techical Support

Senior Director - Technical Support - Japan

We are worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. 

Reporting to the SVP of Customer Success and Support, the Director of Technical Support - Japan plays a crucial role in ensuring a high level of customer and partner satisfaction, effective support practices and processes are employed, and ensuring alignment between the Support team and the broader business goals.

What You Will Do

• • Ownership: Taking responsibility for the performance, operations, and actions of the team, being available when needed, and always focusing on improving aspects of the team.
  • Team Leadership: Managing and leading the Support teams, as well as creating a culture focused on driving a world-class support experience. This includes budgeting, hiring, retention, training, coaching, and performance management.
  • Strategy Development: Working with global senior leadership, contributing to, developing, and implementing strategies to align with the overall business goals.
  • Process Adherence and Improvement: Thoroughly understanding current processes and ensuring teams are adhering to them, as well as continuously evaluating and enhancing processes to improve efficiency, accuracy, and customer satisfaction.
  • Resource Management: Managing resources, including budget and staffing levels, to ensure the Support teams have the necessary tools and personnel to meet its objectives.
  • Performance Metrics: Monitoring key performance indicators (KPIs) regularly and analyzing these metrics to drive specific initiatives or corrective action for improvement.
  • Customer and Partner Focus: Ensuring that customers and partners receive timely, accurate, and helpful assistance. This includes monitoring customer feedback, addressing escalations, and implementing strategies to enhance the overall customer experience.
  • Cross-Functional Collaboration: Collaborating with global counterparts, as well as other departments such as product development, sales, and marketing to communicate customer feedback, identify product issues, and ensure a smooth flow of information between teams.
  • Specifically, establish a relationship with the Japan Sales team and act as a partner with a focus on keeping the sales organization proactively informed of issues for their respective partners and customers.
  •  Training and Development: Providing ongoing training and professional development opportunities to the technical support team 

What You Will Bring

• • Team Management and Leadership within a Technical Support Capacity
  • Experience with management of Teams of a size of 18 +
  • Ability to teach, guide, and mentor team lead and individual contributors.
  • 10 -15 years of technical support and management experience is a must, ideally at the management/director level.
  • Strong understanding of Cyber Security including Endpoint, Networks, Cloud Security
  • Strong Customer Service background, experience with face-to-face interaction with partners and clients
  • Internal Stakeholder management experience is essential.
  • Hands-on, roll up sleeves manager who enjoys being part of the team.
  • Willingness and ability to travel within Japan and internationally.
  • English skills are required due to reporting line based in North America and interaction with global counterparts.
  • Ideally based in Tokyo but we will consider candidates from other large cities within Japan.
  • Systems experience: Service Cloud (Salesforce) or other CRMs, PowerBI or other reporting tools, JIRA or other development issue tracking tools, Microsoft Office Suite.