Job Description

Essential Functions:

• Manage and triage incoming client inquiries; track them through resolution
• Partner with internal security engineers to gather technical answers and translate them into clear client-facing responses
• Serve as a primary interface for customers (internal/external) on cybersecurity-related topics.

• ·Understand customer requirements, and pain points to align security solutions with business needs.
• Lead or support customer discussions, status updates, and incident briefings in both English and Japanese.
• Provide advisory and guidance to customers on security best practices, tools, and risk mitigation strategies.
• Build trusted relationships with customers and stakeholders to enhance satisfaction and service delivery quality.
• Monitor security systems (firewalls, intrusion detection, antivirus) to identify and respond to breaches or anomalies.
• Respond promptly to security incidents, investigate breaches, document findings, and implement corrective actions.
• Maintain and support security compliance aligned with global and local security standards.
• Document security incidents, investigations, and solutions, generating reports for management and regulatory purposes.
• Support Japan affiliates roll out new security tools and support existing tools.
• Identify opportunities for process improvement, and work with the team in implementing changes.
• Conduct regular communication and assist with members' root cause analysis and implementation of Kaizen.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competencies:

• Act with integrity and professionalism.
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills, attention to detail
• Ability to prioritize tasks and to delegate them when appropriate.
• Problem Solving/Analysis skills.
• Proficient with Microsoft Office Suite.
• Ability to maintain the highest degree of confidentiality and discretion when handling sensitive information.

Requirements

• College degree

• • 3-5 years of experience in a technical position, prior experience as a Technical Lead is a plus.

• Proven experience engaging directly with customers or stakeholders (e.g., incident communication, service delivery, technical advisory)

• Ability to translate technical cybersecurity topics into clear, business-oriented communication for non-technical audiences

• •Bilingual Japanese and English

• • Experienced in working directly with clients and managing supplier relationships.

• • Strong analytical, problem-solving, and communication skills

Preferred Qualifications

• Foundational knowledge of cybersecurity, networking, or IT support (CompTIA Security+, Network+, or equivalent coursework is a plus)

• Prior experience working between US and Japan business environments

• Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)