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.

It is a 1-year renewable direct contract with Trend AI for one of our premium customers.

The Customer Success Technical Advisor will serve as the primary technical point of contact for TrendAI's key and premium customers, owning deployment, support, and account relationship responsibilities end to end. This role combines hands-on technical delivery — installation, configuration, and incident resolution — with a trusted-advisor relationship model, ensuring nominated customers receive proactive protection, timely guidance, and a consistent champion within TrendAI.

PRIMARY RESPONSIBILITIES

Deploy, configure, test, and maintain TrendAI solutions across customer environments, including on-site and remote installation and support

Serve as the technical support expert, handling escalations, incidents, outages, and infrastructure challenges through to resolution

Actively own production-level incidents until full resolution, providing direct support to premium/key customers on technical issues

Manage and progress technical support cases, developing and maintaining technical and configuration documentation

Administer security solutions, ensuring systems run as expected for performance and security

Work closely with customers' internal Application, Cloud, DevOps, IT, and development teams to integrate security across all stages of the SDLC

Collaborate with SOC teams on security logs, alerts, and reports to detect and respond to threats

Provide bi-weekly project updates and status reporting

Act as account owner for nominated customers: technical updates, monthly/quarterly case reviews, threat assessments/advisories, product and threat training, and relationship management for account retention

Be a trusted threat advisor and internal champion for nominated customers, available 24x7 for crisis support

Provide backup technical support to other nominated customers when team members are unavailable

Regularly meet with clients to build and maintain relationships

SECONDARY RESPONSIBILITIES

Conduct presentations to potential customers to drive growth in Premium Support Program enrolments

Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during implementation projects

Collaborate with internal teams to enhance the overall customer/partner experience

Support pre-sales activities as required

EXPERIENCE

4–6 years of experience in post-sales technical support, system administration, or a related field

Hands-on experience deploying TrendAI/Trend Micro products

Experience with Government Cloud (GCC) and on-premise environments, alongside supporting SaaS adoption

Experience with public cloud platforms: AWS, GCP, or Azure

Hands-on experience with CI/CD pipelines (Tekton, Harness, Jenkins, or equivalent) and Infrastructure as Code (Terraform, CloudFormation, Ansible)

Strong knowledge of the security industry and in-depth knowledge of multiple operating systems (Windows, Windows Server, Linux, Solaris) and networking environments

Experience within CISO-led or security-focused organizations is desirable but not essential

Technical certifications such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, or Sun Professional are an advantage

Strong interpersonal and communication skills, service orientation, and problem-solving ability

Resourceful, self-managed, energetic, and strong in documentation and process methodology

Able to manage customer demands and respond positively to challenges

WHAT WE'RE LOOKING FOR

A motivated professional with strong understanding of application and network infrastructure

Hands-on experience in network technologies and compliance frameworks

A problem-solver who can effectively ensure operational excellence

#LI-ZA1

#LI-Hybrid

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.