• Act as a primary coordination point between customers and DFIR consultants during active cybersecurity incidents. 

• Coordinate and host incident scoping calls with customers to understand the incident, establish requirements, and support the engagement of the appropriate DFIR resources. 

• Coordinate incident response activities from initial engagement through investigation, remediation, and closure. 

• Work with DFIR consultants to understand investigation progress, priorities, dependencies, and customer requirements. 

• Maintain clear communication with customers throughout an incident, including investigation status, next steps, outstanding actions, and information requirements. 

• Coordinate meetings, incident updates, deliverables, and follow-up activities between customers and internal technical teams. 

• Help customers gather and provide the information, logs, system access, and technical context required by DFIR consultants. 

• Track actions, decisions, dependencies, and outstanding items throughout the incident lifecycle. 

• Identify potential delays, communication gaps, or blockers and work with the appropriate stakeholders to resolve or escalate them. 

• Translate technical investigation updates into clear, customer-appropriate language without changing the technical findings or conclusions of the investigation. 

• Translate incident reports, investigation updates, and other customer communications from English into Japanese when required, ensuring technical meaning and context are accurately maintained. 

• Support the preparation and delivery of customer updates, investigation reports, and incident debriefing sessions. 

• Coordinate with other cybersecurity teams, including Threat Intelligence, Technical Testing, Managed Detection and Response, and other relevant specialists when required. 

• Help ensure customers receive a consistent, professional, and well-coordinated experience during what can be a highly stressful situation. 

• 3+ years of experience working in cybersecurity, information technology, security operations, incident management, technical support, or a related technical environment. 

• Experience supporting, coordinating, or working with cybersecurity incidents will be highly valued. 

• Strong understanding of cybersecurity fundamentals and common security technologies. 

• Good understanding of enterprise IT environments, including Windows, networking, identity, cloud services, and security technologies. 

• Ability to understand and discuss cybersecurity incidents with technical specialists without needing to personally conduct digital forensic investigations. 

• Strong customer-facing communication skills and experience working with customers during technical or security incidents. 

• Experience coordinating technical activities involving multiple teams and stakeholders. 

• Strong organisational skills and the ability to manage multiple activities, priorities, and dependencies during time-sensitive situations. 

• Ability to communicate complex technical information clearly to stakeholders with different levels of technical knowledge. 

• Confidence working with customers during high-pressure or business-critical situations. 

• Native-level Japanese language proficiency, with professional proficiency in English. 

Desirable 

• Experience working in a Security Operations Centre, Managed Security Service, Incident Response, cybersecurity consulting, technical account management, or similar environment. 

• Previous experience coordinating cybersecurity incidents, major IT incidents, or other technical response activities.