Customer Success Technical Advisor

About TrendAI™

TrendAI™ is a global leader in AI security and an enterprise unit of Trend Micro. Our goal is to enable organizations with comprehensive AI visibility and unified security solutions that foster confidence, fuel innovation, and mitigate risks.

At TrendAI™, we prioritize collaboration and boundary-pushing talent. Your role here is not just a job, but a chance to protect what matters and contribute to building a safer, trustworthy AI-driven future.

Role Summary

The Customer Success Technical Advisor (CSTA) acts as the essential technical partner for Trend Micro’s enterprise clients. Moving beyond basic troubleshooting, you will become a Trusted Advisor dedicated to achieving concrete cybersecurity resilience outcomes. You will guide the most strategic accounts through their technical journey by transforming intricate security needs into scalable and operational achievements within the TrendAI Vision One™ platform.

Key Responsibilities

• Serve as the strategic technical advocate for customers.
• Lead outcome-focused management after deployment, shifting emphasis from mere ticket resolution to security objective fulfillment.
• Contribute critical technical milestones to overarching Customer Success Plans, mapping out platform usage, upgrades, and feature rollouts.
• Perform detailed architectural evaluations and configuration audits to ensure full utilization of the TrendAI platform’s capabilities.
• Drive value realization by managing onboarding and deployment, accelerating time-to-value and maximizing feature engagement.
• Develop and present tailored workshops and best practice sessions aimed at enhancing clients’ SOC and SIEM operations.
• Provide technical oversight during important security incidents, suggesting proactive measures to strengthen defenses against emerging threats.
• Conduct root cause analyses on complex challenges and propose long-term strategic solutions to avoid repeated failures.
• Act as the regional intermediary between customers and internal teams such as Product Engineering, R&D, and Sales Engineering to influence future product development.
• Maintain comprehensive and accurate documentation of account health, including environment maps, troubleshooting guides, and operational metrics.

Qualifications and Skills

• Minimum of seven years’ experience in fields such as technical support, security architecture, systems engineering, or client-focused consulting.
• Strong expertise in security frameworks including NIST and MITRE ATT&CK, as well as SOC/SIEM and endpoint and network defense technologies.
• In-depth knowledge of multiple operating systems like Windows Server, Linux, Solaris, plus hybrid cloud platforms including AWS, Azure, and GCP.
• Exceptional communication skills to effectively explain complex technical risks in straightforward business terms to executives.
• An analytical and process-oriented approach with a dedication to digital documentation and technical reporting.
• Preferred certifications include TCAP, TSCE, CISSP, CCNA, CCNP, or cloud platform qualifications.

Employee Benefits

• Access to medical insurance coverage.
• Support for mental health through Employee Assistance Programs.
• Gym membership reimbursements.
• Paid parental leave benefits.

Diversity and Culture

We value a diverse and inclusive workforce, welcoming applicants from all backgrounds. Recognized as a Great Place to Work®, Trend Micro fosters a positive, inclusive, and empowering environment to support innovation and personal growth.