We are specifically looking for a hands-on, technically strong, customer-facing leader who can manage technical support and Professional Services in a matrix organization. The successful candidate will engage directly with customers on complex technical issues, guide and coach support engineers, coordinate Professional Services delivery, personally drive critical escalations, and work closely with Product and Engineering to resolve root causes. This is a player-coach role that combines practical technical depth, customer ownership, and the ability to influence and align global teams without relying solely on direct reporting lines.
Key Responsibilities
Customer Experience & Success
Own the overall customer experience and satisfaction for OPSWAT customers in Japan.
Build strong relationships with key customer stakeholders and become a trusted technical advisor.
Ensure customers successfully onboard, deploy, configure, and adopt the OPSWAT Platform.
Proactively monitor customer adoption, identify gaps, and drive initiatives to improve platform utilization.
Understand customers’ security challenges and identify opportunities to leverage additional OPSWAT capabilities and use cases.
Conduct regular customer reviews and technical/business discussions with strategic customers.
Local Support Team Management
Lead and manage the local customer support team in Japan.
Ensure effective case management, prioritization, SLA adherence, and customer communication.
Coach and mentor support engineers to continuously improve technical capability and customer engagement.
Monitor team performance, customer satisfaction, escalations, and operational KPIs.
Collaborate with global support teams to ensure consistent processes and 24×7 customer coverage where required.
Escalation Management
Own critical and high-priority customer escalations in Japan.
Act as the primary point of coordination between customers, Support, Product, Engineering, and other internal teams.
Drive escalations to timely resolution while maintaining clear and proactive communication with customers.
Identify recurring issues and work with internal teams to eliminate root causes.
Product Adoption & Customer Advocacy
Identify new customer use cases and help customers maximize the value of the OPSWAT Platform.
Capture customer feedback, feature requests, and product gaps and communicate them effectively to Product Management and Engineering.
Represent the voice of the customer within OPSWAT.
Identify opportunities for customers to expand their use of OPSWAT products and capabilities.
Develop customer references, success stories, and advocacy opportunities where appropriate.
Hands-on Technical Leadership
Remain actively involved in troubleshooting complex customer issues and critical incidents, partnering with engineers as needed.
Lead technical triage, root-cause analysis, and resolution planning for high-impact cases; ensure follow-through on corrective and preventive actions.
Review case trends and technical escalations to identify product gaps, recurring defects, and opportunities to improve support effectiveness.
Provide technical coaching, knowledge sharing, and mentoring to strengthen the capability and independence of the local team.
Matrix Leadership Across Support & Professional Services
Coordinate customer-facing technical support and Professional Services activities, ensuring customers receive joined-up guidance from issue resolution through deployment, implementation, and ongoing optimization.
Operate effectively in a matrix organization by aligning priorities, resources, and commitments with global Support and Professional Services leaders, even where teams do not report directly to this role.
Act as the local customer-facing owner for communication, expectations, and outcomes while engaging the appropriate global technical specialists and service delivery teams.
Partner with Sales and Account Management to align customer needs, service plans, escalations, and strategic account priorities.
Maintain clear ownership, action tracking, and communication across functions to avoid handoff gaps and deliver a consistent customer experience.
Cross-Functional Collaboration
Partner closely with Sales and Account Management on customer strategy, renewals, expansion, and strategic opportunities.
Work with Professional Services to ensure successful deployments and project handoffs.
Collaborate with Product Management and Engineering on customer requirements, feature requests, and product improvements.
Work with the global Customer Experience organization to share best practices and continuously improve customer experience.
Key Success Metrics
Customer satisfaction (CSAT)
Customer retention and renewal success
Successful onboarding and deployment
Platform adoption and utilization
Support SLA and escalation performance
Reduction in recurring customer issues
Customer engagement and executive relationships
Number and quality of customer use cases identified
Customer feedback and product improvement contributions
Team performance, capability, and employee engagement
Required Qualifications
8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a similar customer-facing technical role.
Experience managing or leading a technical support/customer-facing team.
Strong understanding of enterprise IT and cybersecurity environments.
Experience working with enterprise customers and managing complex technical escalations.
Strong communication, presentation, and stakeholder management skills.
Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
Strong problem-solving and analytical skills.
Customer-first mindset with strong ownership and accountability.
Native-level Japanese and business-level English, with the ability to communicate effectively with customers and internal stakeholders in both languages.
Strong hands-on technical troubleshooting skills, with the ability to investigate complex enterprise and cybersecurity issues rather than relying solely on team escalation.
Demonstrated ability to lead from the front during critical customer incidents, including technical triage, root-cause analysis, and coordination of resolution.
Ability to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes.
Preferred Qualifications
Experience with cybersecurity products, enterprise security platforms, or critical infrastructure protection.
Experience with SaaS/platform deployments and enterprise adoption programs.
Experience working with large enterprise customers in Japan.
Familiarity with technologies such as malware protection, file security, email security, data security, network security, cloud security, or endpoint security.
Experience managing strategic accounts and executive-level customer relationships.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.
