Customer Success Technical Advisor

Trendmicro Open · verified Sep 25, 2026

Amman Full-time Mid-level Customer Success

At a glance

Mid-level Customer Success role at Trendmicro. Amman · full-time.

Pay not stated

RoleCustomer Success

SeniorityMid-level

LocationAmman

EmploymentFull-time

PostedSep 9, 2026 · 2w ago

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Act as the post-deployment technical lead, connecting customer success plans to adoption, upgrades, and new capabilities
Review architectures and configurations so strategic accounts use the full TrendAI Vision One ecosystem
Lead onboarding, deployment guidance, and workshops that strengthen customers’ SOC and SIEM practices
Provide technical direction during major security events and recommend ways to reinforce customer defenses
Investigate complex failures, document account health, and coordinate product, R&D, and sales engineering teams

What you bring

At least ten years in technical support, security architecture, systems engineering, or client-facing technical consulting
Strong command of NIST, MITRE ATT&CK, SIEM and SOC operations, plus endpoint and network defense
Working depth across Windows Server, Linux, Solaris, and hybrid environments using AWS, Azure, or GCP
You can explain complicated technical exposure in clear, business-focused language to executive audiences

Who this fits

This suits a senior technical customer advisor who can combine cybersecurity architecture, operational guidance, and executive communication. You’ll work closely with strategic enterprise accounts and internal product, R&D, and sales engineering groups. A bachelor’s degree in engineering or computer science is preferred, while technical certifications are strongly preferred.

From the employer

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.

ELIGIBILITY CRITERIA: 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).

OUR COMMITMENT TO DIVERSITY

TrendAI strives to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity – the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.