Customer Success SE

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world’s most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Position Summary:

As a Customer Success SE, you will be the technical expert and advisor for assigned customers. You will design, propose, and implement the Trend Platform, provide best practice guidance, and help deploy customer implementations. As part of the customer success team, you will work closely with tech support, product team, and pre-sales solution engineering teams to ensure successful technical onboarding and support for the customer, with a focus on security outcomes, adoption, and time-to-value. 

What You’ll Do:

• Co-create with customers to develop a value realization plan that outlines how platform adoption will address their cybersecurity requirements, and drive positive business outcomes

• Serve as the designated technical authority and provide expert guidance to customers

• Design and implement security solutions for customers

• Advise customers on security best practices and help secure their deployments

• Assist with custom integrations and provide an overview of product integration with customer security architecture

• Act as an advocate for your customers, providing guidance on the product roadmap and process improvements

• Ensure customers are maximizing their return on investment with the product

• Identify and mitigate risks in partnership with the account team

• Educate and provide guidance to customers and evangelize the benefits of the product

• When necessary, oversee customer support requests and escalations and coordinate resolutions with engineering teams

• Develop a playbook for common technical challenges faced by customers and common objectives for solving their issues

• Partner with regional sales teams to complete customer technical onboarding activities

• Proactively address customer needs and desired outcomes by guiding them through their deployment journey while showcasing the value of the Trend platform

• You will help drive product adoption and time-to-value by providing guidance and best practices at critical points throughout the customer lifecycle

What You’ll Bring:

• 2-5 years or more of experience in security architecture or engineering, post-sales implementation or engineering, DevOps, or a related field

• Hands-on knowledge and experience building, securing, or administering Cloud Workloads running in Amazon, Google, Microsoft, and/or Oracle Cloud

• Scripting or coding experience in Python, Bash, Go, or PowerShell is a plus

• Knowledge of the SDLC, DevOps tools and processes, and CI/CD systems

• Cloud security expertise in the areas of CSPM, CWPP, CIEM, CNAPP, and/or Vulnerability Management

• Excellent written and verbal communication skills

• Strong organizational and time management skills

• Proven track record of working with customers in a technical role, including managing customer escalations and balancing customer expectations with design and business requirements

• Thorough understanding of cloud platform features, capabilities, and best practices for securing and building on the cloud

• Ability to thrive in ambiguity and be a self-starter, self-directed, and independent thinker

• Experience successfully managing multiple priorities simultaneously, maintaining a high-volume pace with the ability to “switch gears” quickly.

Preferred:

• Domain knowledge in the areas of security operations, threat, risk or identity management; technical pre/post sales experience is ideal.

• Strong appreciation of technology in the cloud operations and cybersecurity space; preferred skills include security and networking technologies including Proxies, Next Gen Firewalls, CASB, SSL/IPSec, SSO, DLP and Encryption gateways; particularly in hybrid or cloud environments.

• Ability to travel 5-10%.

Trend Micro, Inc. is committed to fair and equitable compensation practices. The OTE for this role is USD $175,000.00. A candidate’s final