Customer Success Technical Advisor

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 & QUALIFICATIONS - Fluent in both written and spoken German and English. 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). At Trend Micro , we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. W