Customer Success Technical Advisor
Trendmicro Open At a glance
Mid-level Customer Success role at Trendmicro. Seoul · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Resolve technical support cases for premium customers and advise on security issues, including urgent crisis support
- Review cases with customers, share product updates, and provide threat guidance, training, and security assessments
- Build ongoing technical relationships with assigned accounts and represent customer needs to internal teams
- Work with account managers on strategic plans and sales opportunities, including presentations for Premium Support
- Help customers and channel partners implement products through technical guidance and problem resolution
What you bring
- An engineering degree or equivalent, plus four to six years in post-sales support, system administration or a related field
- Strong security-industry knowledge and hands-on understanding of several operating systems and networking environments
- Clear communication, customer service, problem-solving, documentation, and process skills
Who this fits
This suits a customer-facing technical support professional who can manage customer accounts while partnering with sales teams. The role is based in Seoul and includes availability around the clock for crisis support.
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
The Customer Success Technical Advisor (CSTA) in Korea, Seoul is responsible for technical support for Trend’s family of products and managing the customers’ account for their technical and security needs.
PRIMARY RESPONSIBILITIES
- Direct support to premium/key customers on technical issues
- Account management by providing technical updates, monthly/quarterly case reviews, threat assessment/advisories for proactive protection, training customers on products and threats, providing notifications from corporate on enhancements/bug-fixes, and customer relationship management for account retention
- Maintain technical relationships with nominated customers
- Be a trusted threat advisor for nominated customers
- Act as the customer’s champion within Trend Micro
- Be available 24x7 to provide crisis support services to nominated customers
- Manage and progress technical support cases
- Provide assistance to nominated backup customers when other team members are absent
- Regularly meet with clients for the purpose of relationship building
- Participate in strategic account planning with the Trend Micro account team
- Work closely with account managers to identify sales opportunities
- 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 in implementation projects
- Collaborate with internal teams to enhance customer/partner experience
- Perform back-up pre-sales role as required
EXPERIENCE
- Engineering degree or equivalent
- Technical certification such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, SUN Professional or equivalent will be an advantage
- 4-6 years’ experience in post-sales technical support, system administration or related field
- Strong knowledge and understanding of the security industry
- In-depth knowledge of multiple operating systems (Windows, Windows Server, Linux, Solaris) and networking environments
- Good interpersonal skills and service orientation
- Good problem-solving skills
- Able to cope with customer demands and take challenges positively
- Resourceful, self-managed, energetic, friendly, with excellent communication skills
- Strong in documentation and process methodology
Trend Micro 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.
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