Senior Customer Success Technical Advisor

Company Overview

Trend Micro is the global leader in enterprise data security and cybersecurity solutions for businesses, data centres, cloud environments, and networks. We deliver flexible, customizable internet security solutions to protect digital information worldwide.

Job Summary

Provide dedicated premium technical support as the primary contact for a key enterprise client’s TrendAI™ deployment. Resolve technical issues, advise on deployment, and build trusted client relationships to maximize solution value and customer satisfaction.

Responsibilities

• Act as the primary technical point of contact for the assigned client, delivering proactive and premium support to ensure client success.
• Triage, diagnose, and resolve technical issues across TrendAI™ products, escalating complex problems to engineering teams as needed.
• Manage support cases end to end, providing timely updates and clear communication to maintain client trust and satisfaction.
• Advise the client on product configuration, deployment architecture, best practices, and security posture to optimize solution effectiveness.
• Support deployment, upgrades, and change activities by planning, validating, and executing technical tasks to ensure smooth transitions.
• Conduct health checks and reviews to identify risks, gaps, and opportunities for continuous improvement in client environments.
• Build and maintain trusted relationships with technical and business stakeholders to foster collaboration and support renewal and expansion.
• Monitor client adoption, usage, and satisfaction metrics, proactively recommending actions to enhance outcomes and value realization.
• Collaborate with Sales, Account, and Product teams to relay customer feedback and support contract renewals and business growth.
• Deliver training sessions, technical briefings, and documentation to empower client teams to use TrendAI™ products effectively.
• Share lessons learned and recurring issues with internal teams to drive product enhancements and improve support processes.

Required competencies and certifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
• Several years of experience in technical support, customer success, solutions consulting, or professional services within an enterprise environment.
• Strong understanding of enterprise security concepts, including endpoint, network, cloud, or email security.
• Hands-on troubleshooting skills across operating systems, networking, and enterprise applications.
• Excellent written and verbal communication skills to explain technical topics clearly to non-technical stakeholders.
• Strong organizational skills to manage multiple priorities effectively for a dedicated customer.
• Willingness to work with a client-specific schedule and respond to priority incidents promptly.

Preferred competencies and qualifications

• Experience in a customer-facing technical role within cybersecurity or enterprise software.
• Industry certifications such as CISSP, CEH, AWS, Azure, or equivalent.
• Experience supporting government, public sector, or other large enterprise accounts.
• Familiarity with AI security, cloud security posture, or SaaS platforms.