Fortinet

1 month ago

Senior Manager, Advanced Support - Tokyo

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead and develop a team of Technical Account Managers in Fortinet’s Advanced Support group, driving service quality, SLA adherence, and customer satisfaction for telco and large enterprise clients. You’ll supervise workloads, review cases, escalate issues, and collaborate with engineering to resolve critical problems while mentoring staff and standardizing best practices.

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Provide first level supervision to a team of Technical Account Managers, managing workload, response, resolution and quality.
•Monitor and manage support queues and escalate issues as necessary; ensure SLAs are honoured.
•Perform case reviews and provide feedback to the team to ensure continuous improvement.
•Participate in customer conference calls or face-to-face meetings to discuss technical issues and ongoing projects; drive customer satisfaction and productivity metrics.
•Coach and mentor Technical Account Managers to support professional development, technical growth and career progression; develop best practices deployment and troubleshooting documentation.

Key Requirements

•Minimum 6-8 years of experience in a high-technical support/post-sales role, plus at least 2+ years of people management or team leadership in a technical support, TAM or customer success environment.
•Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience.
•Fortinet NSE4 certification or a similar credential.
•Fluency in Japanese and business-level English is essential; must possess the right to work in Japan.
•Experience leading post-sales support, customer success or technical account management teams in telco and large enterprise space.

Experience:6-8 yearsCybersecurityEnterpriseTelco

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingNegotiationCustomer management

Certifications:Fortinet NSE4

Languages:JapaneseEnglish

Tech Stack:NSE4FortinetNetworkingSecurityTelco

Company Brief

Fortinet

Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn

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Fortinet

1 month ago

Senior Manager, Advanced Support - Tokyo

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Provide first level supervision to a team of Technical Account Managers, managing workload, response, resolution and quality.
•Monitor and manage support queues and escalate issues as necessary; ensure SLAs are honoured.
•Perform case reviews and provide feedback to the team to ensure continuous improvement.
•Participate in customer conference calls or face-to-face meetings to discuss technical issues and ongoing projects; drive customer satisfaction and productivity metrics.
•Coach and mentor Technical Account Managers to support professional development, technical growth and career progression; develop best practices deployment and troubleshooting documentation.

Key Requirements

•Minimum 6-8 years of experience in a high-technical support/post-sales role, plus at least 2+ years of people management or team leadership in a technical support, TAM or customer success environment.
•Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience.
•Fortinet NSE4 certification or a similar credential.
•Fluency in Japanese and business-level English is essential; must possess the right to work in Japan.
•Experience leading post-sales support, customer success or technical account management teams in telco and large enterprise space.

Experience:6-8 yearsCybersecurityEnterpriseTelco

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingNegotiationCustomer management

Certifications:Fortinet NSE4

Languages:JapaneseEnglish

Tech Stack:NSE4FortinetNetworkingSecurityTelco

Company Brief

Fortinet

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn