TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.
At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.
AI Fearlessly.
Position Overview
As a Customer Success Technical Advisor (CSTA), you are the strategic technical linchpin for Trend Micro’s enterprise clients. Your mission is to move beyond reactive troubleshooting to become a Trusted Advisor, ensuring customers achieve measurable cybersecurity resilience. You will lead the technical journey for our most strategic accounts, transforming complex security requirements into scalable, operational successes within the TrendAI Vision One™ ecosystem.
PRIMARY RESPONSIBILITIES
1. Strategic Technical Advocacy
- Outcome-Driven Management: Act as the primary technical voice post-deployment, shifting the focus from "ticket resolution" to "security outcome attainment."
- Success Planning: Contribute technical milestones to the broader Customer Success Plan, ensuring a clear roadmap for platform adoption, version upgrades, and feature deployments.
- Platform Mastery: Conduct regular architectural reviews and configuration audits to ensure customers are utilizing the full breadth of the TrendAI platform.
2. Proactive Operations & Enablement
- Value Realization: Guide clients through a structured onboarding and deployment process, ensuring rapid time-to-value and high feature utilization.
- Technical Workshops: Design and deliver bespoke workshops and "Best Practice" sessions to mature the customer's internal SOC and SIEM operations.
- Advanced Threat Defense: Provide technical oversight during critical security events, offering proactive recommendations to harden the customer's posture against evolving threats.
3. Operational Excellence & Leadership
- Root Cause Strategy: Perform deep-dive root cause analysis (RCA) on complex issues, providing long-term strategic recommendations to prevent systemic failures.
- Cross-Functional Orchestration: Serve as the regional liaison between the customer and internal Product Engineering, R&D, and Sales Engineering to influence product roadmaps.
- Account Health Integrity: Maintain a "Single Source of Truth" for account health, including detailed environment maps, troubleshooting playbooks, and operational reports.
Skills and Qualifications
- Experience: 10 or more years of experience in technical support, security architecture, systems engineering, or a relevant client-facing consulting field.
- Domain Expertise: Strong knowledge of security frameworks (NIST, MITRE ATT&CK), SIEM/SOC operations, and endpoint/network defense technologies.
- Technical Depth: Deep understanding of multiple operating systems (Windows Server, Linux, Solaris) and hybrid-cloud infrastructure (AWS, Azure, GCP).
- Strategic Communication: Excellent written and verbal communication skills, including the ability to articulate complex technical risks in simple, business-centric terms for executive stakeholders.
- Analytical Mindset: Highly process-oriented with a passion for digital organization, documentation, and technical reporting.
- Education: Bachelor’s Degree in Engineering, Computer Science, or equivalent is preferred.
- Certifications: Technical certifications are strongly preferred (e.g., TCAP, TSCE, CISSP, CCNA, CCNP, or Cloud Platform Certifications).
Employee Benefits
We take employee wellbeing seriously. You will have access to Medical Insurance, Mental Health Support through access to EAP, Gym reimbursements, Paid Parental Leave etc.
We embrace diversity, equity and inclusion. We believe that our people are our greatest asset and we understand the importance of bringing diverse perspectives, approaches and experiences to our team. We are committed to building and supporting an inclusive workforce that truly reflects our global business and encourages people from all backgrounds to apply.
We’re proud to be recognised as a Great Place to Work®, a testament to our commitment to fostering a positive, inclusive, and empowering workplace culture.
#LI-AD1
We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.
Skills Required
- 10 or more years of experience in technical support, security architecture, systems engineering, or a relevant client-facing consulting field
- Strong knowledge of security frameworks (NIST, MITRE ATT&CK), SIEM/SOC operations, and endpoint/network defense technologies
- Deep understanding of multiple operating systems (Windows Server, Linux, Solaris) and hybrid-cloud infrastructure (AWS, Azure, GCP)
- Excellent written and verbal communication skills, with an ability to articulate technical risks in business-centric terms for executives
- Bachelor's Degree in Engineering, Computer Science, or equivalent
- Technical certifications (e.g., TCAP, TSCE, CISSP, CCNA, CCNP, or Cloud Platform Certifications)
What We Do
We’re a global cybersecurity leader, helping to make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, our platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. Our global threat research team delivers unparalleled intelligence and insights that power our cybersecurity platform and help protect organizations around the world from 100s of millions of threats daily. We have 7,000 employees across 65 countries, singularly focused on security and passionate about making the world a safer and better place. We enable organizations to simplify and secure their connected world. Trend Micro’s “Trenders” are passionate about doing the right thing to make the world a safer and better place.
