Customer Success Technical Advisor

About the Role

Day-to-day, this involves working closely with clients to understand their security needs, developing and implementing tailored solutions, and providing ongoing technical support to ensure the full utilization of Trend Micro's platforms. The ideal candidate will have a deep understanding of security frameworks, SIEM/SOC operations, and endpoint/network defense technologies, as well as excellent communication skills to articulate complex technical risks to executive stakeholders.

The role is part of a collaborative environment where cross-functional orchestration with internal product engineering, R&D, and sales engineering teams is crucial for influencing product roadmaps and ensuring customer needs are met.

What You Will Do

• Act as the primary technical voice post-deployment, focusing on security outcome attainment rather than just ticket resolution.
• Contribute technical milestones to the broader Customer Success Plan, ensuring a clear roadmap for platform adoption, version upgrades, and feature deployments.
• Conduct regular architectural reviews and configuration audits to ensure customers are utilizing the full breadth of the TrendAI platform.
• Guide clients through a structured onboarding and deployment process to ensure rapid time-to-value and high feature utilization.
• Design and deliver bespoke workshops and best practice sessions to mature the customer's internal SOC and SIEM operations.
• Provide technical oversight during critical security events, offering proactive recommendations to harden the customer's posture against evolving threats.
• Perform deep-dive root cause analysis on complex issues, providing long-term strategic recommendations to prevent systemic failures.
• Serve as the regional liaison between the customer and internal teams to influence product roadmaps and ensure customer needs are addressed.
• Maintain a single source of truth for account health, including detailed environment maps, troubleshooting playbooks, and operational reports.

What We Are Looking For

• 10 or more years of experience in technical support, security architecture, systems engineering, or a relevant client-facing consulting field.
• Strong knowledge of security frameworks (NIST, MITRE ATT&CK), SIEM/SOC operations, and endpoint/network defense technologies.
• Deep understanding of multiple operating systems (Windows Server, Linux, Solaris) and hybrid-cloud infrastructure (AWS, Azure, GCP).
• Excellent written and verbal communication skills, including the ability to articulate complex technical risks in simple, business-centric terms for executive stakeholders.
• Highly process-oriented with a passion for digital organization, documentation, and technical reporting.
• Bachelor’s Degree in Engineering, Computer Science, or equivalent is preferred.
• Technical certifications are strongly preferred (e.g., TCAP, TSCE, CISSP, CCNA, CCNP, or Cloud Platform Certifications).
• Fluency in both written and spoken German and English.

Nice to Have

• Experience with AI-powered security solutions and their integration into existing security frameworks.
• Knowledge of emerging threats and technologies in the cybersecurity landscape.
• Participation in industry forums or conferences related to cybersecurity and AI.

Benefits and Perks

• Competitive compensation package.
• Opportunities for professional growth and development in a leading AI security company.
• Collaborative and dynamic work environment.
• Flexible remote work arrangements.
• Access to the latest technologies and tools in cybersecurity.
• Comprehensive health and wellness programs.
• Generous paid time off policy.
• Remote work stipend to support home office setup and productivity.

• Ensure your resume and cover letter are tailored to the role, highlighting your technical expertise and experience with security frameworks.
• Prepare examples of how you've communicated complex technical information to non-technical stakeholders.
• Be ready to discuss your experience with AI-powered security solutions and how you stay updated on emerging threats.
• Showcase your ability to work independently and as part of a cross-functional team.
• Consider creating a portfolio or case studies of your previous work in cybersecurity to demonstrate your skills and achievements.
• During salary negotiations, highlight your unique skill set and the value you can bring to the company, considering the current market demand for cybersecurity experts.