To engineering: carry customer environment context, business impact, operational constraints, and requirements in clear English - so fixes and designs reflect real production needs.
Balance both sides under escalation: set realistic expectations with the customer while giving engineering accurate, reproducible evidence.
Advocate strongly for the customer: push for timely resolution, clear communication, and outcomes that protect their production environment - without overstating issues to engineering.
[Key responsibilities]
Lead technical incident discussions for Japanese enterprise accounts, ensuring timely resolution and high customer satisfaction.
Participate in an on-call rotation to provide critical support and ensure high availability for our enterprise customers as needed.
Lead L3/L4 troubleshooting across VPN, zero trust access, web inspection in the cloud, CASB, DLP, firewall policy, and hybrid cloud deployments.
Perform packet capture and packet analysis; use deep packet inspection context to isolate connectivity, performance, and policy issues (IPsec tunnels, IPv4/IPv6, DNS, TLS/SNI, routing, NAT, IP pools).
Drive proactive account health: capacity, upgrade readiness, config/policy drift, and repeat-incident prevention.
Capture customer configurations and run daily regression checks to confirm everything is working as intended - surfacing issues before they affect the customer environment.
Build clean escalations for engineering - timeline, impact, repro, logs, pcaps, redacted configs - and translate outcomes back to the customer.
Use AI-assisted log analysis with strong judgment; don't ship unverified conclusions to either side.
Script (Bash/Python) for diagnostics, health checks, and lab reproduction.
Mentor junior liaison engineers on two-way communication and technical depth.
Our mission: make security management easy, reliable, and effective for our customers.
Values: "Being kinder than necessary" | "Learning together" | "Engineering the business" | Celebrating diversity of perspectives
Minimum qualifications
Fluent Japanese and English for technical communication (written and spoken).
Comfortable speaking for both sides: customer-facing updates and engineering-facing escalation write-ups from the same incident.
Strong customer advocacy - you represent the customer's interests credibly while staying factually accurate with engineering.
10 years in network/security operations, customer support engineering, or professional services.
Solid TCP/IP (IPv4/IPv6), DNS, routing, NAT, IPsec tunnels, and TLS fundamentals.
Familiarity with AWS basics: VPC, subnets, security groups, CloudWatch, hybrid connectivity.
Packet capture familiarity (Wireshark/tcpdump) and structured troubleshooting.
Experience with cloud container technologies such as Kubernetes: deployments, services, scaling, basic kubectl troubleshooting.
Working knowledge of one or more of the following technologies: VPN, zero trust, web inspection in the cloud, CASB, DLP, and firewall policy.
Bash scripting; Python a plus.
Preferred qualifications
Prior experience managing Cisco on-prem and cloud security/networking products in production customer environments.
Large Japanese enterprise accounts (finance, manufacturing, telco).
Observability stacks (Grafana, Loki, Prometheus or similar).
Summary
A Security Deployment Engineer Technical Leader is an experienced, influential technical leader who bridges customers and
engineering in Japan. You combine deep networking troubleshooting, bilingual precision, strong customer advocacy, and calm
judgment under escalation - keeping both sides aligned on next steps.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
