Customer Success Technical Advisor

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information across enterprises, governments, and consumers. Fueled by over three decades of security expertise and relentless innovation, Trend leverages the full power of AI to protect more than 500,000 organizations and millions of individuals worldwide.

In 2026, Trend Micro evolved its enterprise business under the TrendAI™ brand, reflecting a strategic shift from protecting infrastructure to governing how AI systems, agents, and data-driven decisions act across the enterprise attack surface. At the core of this protection is TrendAI Vision One™, the industry’s first AI-powered enterprise cybersecurity platform. It centralizes cyber risk exposure management and security operations, delivering robust, layered protection across on-premises, hybrid, and multi-cloud environments—including critical partnerships with NVIDIA, AWS, Google, and Microsoft.

With 7,000 employees across 70 countries and world-class threat intelligence from the Zero Day Initiative™ (ZDI), Trend empowers organizations to move from reactive defense to proactive resilience. In an era of industrialized, machine-driven cybercrime, Trend Micro ensures enterprises can innovate with confidence. Proactive security starts here.

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 & 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).

BENEFITS OF BEING A TRENDER

We take employee wellbeing seriously. At Trend, you will have access to Medical Insurance, Mental Health Support through access to EAP, Gym reimbursements, Paid Parental Leave etc.

At Trend Micro, 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.