Customer Success Technical Advisor

Trend Micro (Singapore) Pte Ltd; Singapore; Hybrid; SGD 60,000 - 120,000; Full time

Job summary

TrendAI, the AI security leader and Trend Micro unit, seeks a Customer Success Technical Advisor to own deployment, support, and account relationships for premium customers. You will install, configure, and resolve incidents across on-site and remote environments, ensuring proactive protection and trusted guidance.

The role combines hands-on technical delivery with relationship management, requires 4–6 years in post-sales support, and offers a 1-year renewable contract with opportunities to

Qualifications

• 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 public cloud platforms: AWS, GCP, or Azure.
• Experience with CI/CD pipelines and IaC tools (Terraform, CloudFormation, Ansible).
• Strong knowledge of security industry and multiple OS (Windows, Linux, etc.).
• Technical certifications such as TCAP, TSCE, VCP, CCNA/CCNP/CISSP are a plus.

Responsibilities

• Deploy, configure, test, and maintain TrendAI solutions across customer environments, including on-site and remote installations.
• Serve as the technical support expert, handling escalations and incidents through resolution.
• Own production-level incidents for nominated premium customers and provide direct technical support.
• Maintain technical and configuration documentation and update customers regularly.
• Collaborate with SOC teams on logs, alerts, and threat reporting.
• Build and maintain strong client relationships and act as account owner for selected customers.

Skills

Interpersonal communication

Problem solving

Documentation

Process methodology

Customer relationship management

Self-management

Tools

Tekton

Harness

Jenkins

Terraform

CloudFormation

Ansible

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

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#LI-Hybrid

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