Customer Success Technical Advisor

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.

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