Customer Success Technical Advisor

Job description

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.