Customer Success Technical Advisor

UKT Trend Micro (UK) Limited (UK); Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

TrendAI, the enterprise unit of Trend Micro, seeks a Customer Success Technical Advisor to lead the technical journey for our largest enterprise accounts, transforming complex security requirements into scalable, operational successes within the TrendAI Vision One ecosystem.

You will act as the primary technical voice after deployment, drive time-to-value, guide on best practices, and collaborate with Product Engineering, R&D, and Sales Engineering to influence product roadmaps.

Qualifications

• 10+ years in technical support, security architecture, systems engineering or client-facing consulting.
• Strong knowledge of security frameworks (NIST, MITRE ATT&CK) and SIEM/SOC operations.
• Deep understanding of multiple OSes (Windows Server, Linux, Solaris) and hybrid-cloud infra (AWS, Azure, GCP).
• Excellent written and verbal communication for executive stakeholders.

Responsibilities

• Act as the strategic technical voice post-deployment, aligning on security outcomes and adoption Roadmap.
• Design and deliver bespoke workshops to mature SOC and SIEM operations; guide on best practice sessions.
• Perform RCA on complex issues and coordinate with Product Engineering, R&D, and Sales Engineering.

Skills

Security architecture

SIEM/SOC

Executive communication

Analytical mindset

Security frameworks

Education

Bachelor’s Degree in Engineering or Computer Science

Tools

Windows

Linux

Solaris

AWS

Azure

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 Trend Micro’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

• 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.

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. Trusted by the largest enterprises and governments across 185 countries, TrendAI™ secures the entire organization, from identities to infrastructure to data. We embrace change, empower our people, and foster innovation in an increasingly connected world. Our diverse, multicultural workforce is at the heart of our global success. 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. Explore working at TrendAI™ AI Fearlessly.