Customer Success Technical Advisor

Trend Micro; Barcelona; On-site; EUR 90,000 - 140,000; Full time

Job summary

Trend Micro's TrendAI unit seeks a Customer Success Technical Advisor (CSTA) to be the strategic technical linchpin for enterprise clients. You will drive security outcomes, guide onboarding, and lead workshops to mature SOC and SIEM operations.

As a trusted advisor, you will coordinate with Product Eng, R&D, and Sales Eng to influence roadmaps, ensure high feature utilization, and provide proactive recommendations during security events.

Qualifications

• 10+ years of experience in technical support, security architecture, or client-facing consulting.
• Strong knowledge of security frameworks (NIST, MITRE ATT&CK) and SIEM/SOC operations.
• Experience with hybrid-cloud infrastructure (AWS, Azure, GCP).
• Excellent written and verbal communication for executives.

Responsibilities

• Act as the primary technical voice post-deployment for enterprise clients.
• Contribute to the Customer Success Plan with technical milestones and platform adoption.
• Lead architectural reviews and audits to maximize TrendAI platform usage.

Skills

English

Spanish

Portuguese

10+ years exp

Security frameworks

SIEM/SOC

Endpoint defense

Cross-functional

Education

Bachelor’s Degree

Tools

AWS

Azure

GCP

Windows Server

Linux

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.

POSITION OVERVIEW

As a Customer Success Technical Advisor (CSTA), you are the strategic technical linchpin for TrendAI’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

• Language: Fluent in written & spoken English & Spanish, Portuguese is an advantage
• 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. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.