Cisco Security Business Group (SBG) is looking for a Security Deployment Engineer Technical Leader in a customer-facing role that focuses on technical leadership, two-way advocacy, and expertise across our security portfolio. This role combines deep networking and security knowledge with the ability to represent engineering to customers and customers to engineering.
Cisco offers a comprehensive end-to-end security portfolio covering on-premises, cloud, on-device, and hybrid environments -including VPN, zero trust, web inspection in the cloud, firewall, CASB, and DLP. This flexibility allows customers to select solutions tailored to their needs and transition seamlessly as requirements evolve.
[Role]
Two-way technical liaison between large Japanese enterprise customers and our English-speaking engineering organization.
You operate from both viewpoints: represent engineering to the customer, and represent the customer in engineering discussions - with strong customer advocacy at the center. You own complex escalations and translate requirements, RCAs, and technical decisions Japanese English without losing context on either side, , and lead technical incident discussions with Japanese enterprise customers, ensuring clear communication and proactive management to meet and exceed their expectations.
[Two-way liaison]
- To the customer: explain engineering findings, root causes, workarounds, fix timelines, and product constraints in clear Japanese - aligned with what engineering actually intends to deliver.
- 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,…