客户成功技术顾问
Customer Success Technical Advisor
TrendAI™ 是全球领先的 AI 安全公司，也是 Trend Micro 的企业业务部门，为组织提供全面的 AI 可视性和整合的安全解决方案，增强信心、推动创新并消除风险。
在 TrendAI™，我们一直在寻找杰出的人才；那些希望与最优秀的人合作并共同突破界限的人。在这里，你的工作超越了职业发展。你将帮助保护重要事物，并在塑造更安全、更值得信赖的 AI 驱动的未来中发挥关键作用。
AI 无畏前行。
职位概述
作为客户成功技术顾问（CSTA），你是 TrendAI 企业客户的策略性技术核心。你的使命是超越被动的故障排除，成为值得信赖的顾问，确保客户实现可衡量的网络安全韧性。你将领导我们最重要的战略客户的的技术旅程，将复杂的安全部署需求转化为 TrendAI Vision One™ 生态系统内的可扩展、可操作的成功。
主要职责
1. 战略性技术倡导
- 以结果为导向的管理：作为部署后的首要技术声音，将重点从“工单解决”转向“安全结果达成”。
- 成功规划：为更广泛的客户成功计划贡献技术里程碑，确保平台采用、版本升级和功能部署的清晰路线图。
- 平台精通：定期进行架构审查和配置审计，确保客户充分利用 TrendAI 平台的全部功能。
2. 主动运营与赋能
- 价值实现：引导客户完成结构化的上线和部署流程，确保快速实现价值和高功能利用率。
- 技术研讨会：设计并交付定制化的研讨会和“最佳实践”课程，提升客户内部 SOC 和 SIEM 运营水平。
- 高级威胁防御：在关键安全事件中提供技术监督，提出主动建议，强化客户对不断演变威胁的防御能力。
3. 运营卓越与领导力
- 根本原因策略：对复杂问题进行深入的根本原因分析（RCA），提供长期的战略建议，防止系统性故障。
- 跨职能协调：作为客户与内部产品工程、研发和销售工程之间的区域联络人，影响产品路线图。
- 账户健康状况
查看英文原文
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.
Originally posted on Himalayas