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Senior Technical Account Manager

Tokyo, Japan Office
Technical Support
Job Requisition Number:  APSUP174

Sophos is a 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. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

 

Role Summary 

As a Senior Technical Support Account Manager, your primary responsibility will be to provide on-site or remote technical support for Sophos premium/platinum accounts and/or partners proactively and reactively. 

 

What You Will Do  

  • Acting as a Sophos "ambassador" to a defined list of Technical Account management 

  • Addressing customer questions in a comprehensive manner to ensure customer satisfaction 

  • Providing production support for a range of issues by severity 

  • Support Sophos products setup and configuration 

  • Support Sophos products installation/configuration 

  • Support tuning of site-specific Sophos products configuration 

  • Conduct in-depth needs analysis (via phone, email or in person) with customer technical administration and technical management to determine requirements and specifications of solution in line with Sophos best practices 

  • Design custom tools/products in accordance with PM/GES (Global Escalation Support) requirements and approval process 

  • Writing custom scripts when required 

  • Assist customer technical staff in design and architecture of high-complexity prospect solutions based on appropriate sizing and resiliency guidelines and engineering best practice 

  • Address high volume of customer questions and requirements in a quality driven, time sensitive, comprehensive manner to ensure prospect satisfaction - solutions will come from personal knowledge/experience, co-workers, and knowledge base systems. Work to understand the underlying business drivers/pains behind questions and address them as appropriate. 

  • Assist and manage frequent technical evaluations by working with customers through proof of concept testing and implementation with the goal of a strong recommendation 

  • Supporting the sales process, where appropriate, by offering technical knowledge 

  • Compiling report for customer to explain the root case, how to resolve and prevention from re-occurring 

  • Designing and delivering customer training classes for Sophos products solutions 

  • Occasional internal product training for sales staff, SE team, other organizational teams. Write training materials and/or whitepapers for both internal and external consumption. 

  • Eliciting customer requirements and specific needs 

  • Providing feedback to Product Development to enhance Sophos products 

  • Providing guidance and leadership to other members of the team 

  • Coordinate/attend meetings with the client and provide feedback to GES/PM when necessary. 

 

What You Will Bring  

  • Technical consulting experience 

  • Working to project/deliverable deadlines 

  • Providing technical support to customers on an enterprise level 

  • System support and/or administration experience 

  • Comprehensive experience with enterprise networked environments and enterprise networking technologies (LAN/WAN, routers, gateways, firewalls, DNS, LDAP, SQL, Apache) 

  • System administration/support experience in Unix, Windows and Linux 

  • Windows 2003/2008 Server and/or Macintosh environments 

  • Scripting for Unix and Windows 

  • Software test experience on VMWare or other virtual environment. 

  • Exceptional troubleshooting skills – qualification and priority assessment 

  • Understanding of software development, release process and lifecycle 

  • Understanding network protocols TCP/IP, SMB, HTTP, FTP, SMTP, DHCP 

  • Excellent communication skills (verbal and written) 

  • English skill: Intermediate 

  • Strong presentation/demonstration/teaching skills 

 

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm

 

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunites at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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