Customer Success Technical Advisor

This is a fully remote position, open to applicants in Germany, +2 more countries.

📋 Description

• Serve as the main technical representative for enterprise clients after deployment.

• Transition customer interaction from merely resolving tickets to achieving tangible security outcomes.

• Contribute to Customer Success Plans by establishing technical milestones related to platform adoption, version updates, and feature implementations.

• Execute architectural assessments and configuration audits of the TrendAI platform.

• Assist clients during onboarding and deployment to enhance time-to-value and maximize feature usage.

• Create and facilitate tailored technical workshops and best-practice sessions for customer Security Operations Center (SOC) and Security Information and Event Management (SIEM) operations.

• Offer technical guidance and proactive suggestions during significant security incidents.

• Conduct in-depth root cause analyses on intricate issues and propose long-term solutions.

• Act as a liaison in the region between customers and Product Engineering, Research & Development, and Sales Engineering teams.

• Shape product roadmaps through collaborative efforts across multiple functions.

• Keep records of account health, environment configurations, troubleshooting guides, and operational reports.

⛳️ Requirements

• Proficient in both written and spoken German and English.

• At least 10 years of experience in technical support, security architecture, systems engineering, or a similar client-facing consulting role.

• Strong understanding of security frameworks, including NIST and MITRE ATT&CK.

• Familiarity with SIEM/SOC operations and endpoint/network defense technologies.

• Comprehensive knowledge of Windows Server, Linux, and Solaris operating systems.

• Experience with hybrid-cloud environments, including AWS, Azure, and Google Cloud Platform (GCP).

• Outstanding written and verbal communication abilities.

• Capability to convey complex technical risks in straightforward, business-oriented language for executive stakeholders.

• Highly organized with exceptional digital documentation, process-oriented skills, and technical reporting capabilities.

• Relevant technical certifications are highly desirable, such as TCAP, TSCE, CISSP, CCNA, CCNP, or cloud platform certifications.

🏝️ Benefits

• Equal opportunity employment.

• Commitment to maintaining a diverse and multicultural workforce.

• An inclusive, non-discriminatory work environment.

• A culture that fosters innovation and collaboration.