Customer Success Engineer

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.

ABOUT TRENDAI™

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. Trusted by the largest enterprises and governments across 185 countries, TrendAI™ secures the entire organization, from identities to infrastructure to data. AI Fearlessly. Learn more: trendaisecurity.com

Location: Mumbai, India

POSITION OVERVIEW

The Customer Success Engineer (CSE) plays a central role in the technical delivery of TrendAI solutionsacross the AMEA region. Working directly with customers and partners, the CSE is responsible for hands-on deployment, configuration, and technical support, as well as building the tools and documentation that make delivery consistent and repeatable. A key part of this role is developing the technical capability of partners, which is how TrendAI scales its delivery reach across the region. This position suits an engineer with solid experience deploying security solutions who is looking to grow their expertise across a market- leading AI security platform.

PRIMARY RESPONSIBILITIES

• Deploy and configure TrendAI solutions across customer and partner environments, taking ownership of the onboarding process and getting each deployment to a productive state as quickly as possible.
• Diagnose and resolve technical issues across multi-vendor security environments covering endpoint, network, and cloud deployments, working through problems systematically until resolution is confirmed.
• Before any deployment begins, conduct the technical research needed to surface known issues and compatibility gaps so that delivery runs on schedule and customers are not exposed to avoidable problems
• Run technical demonstrations and proof-of-concept activities that give customers and partners a clear picture of how TrendAI solutions will perform in their specific environment.
• Coordinate the technical delivery of each engagement from TrendAI's side — leading the project kickoff, tracking milestones, managing dependencies, and keeping all parties informed on progress and open issues. Where there is no dedicated project manager on the customer side, serve as the delivery focal point to keep the engagement moving.
• Build partner technical capability across AMEA by running structured enablement sessions, co-delivering alongside partner teams, and producing field-ready toolkits that allow partners to independently deploy and support TrendAI solutions.
• Deliver technical training and product walkthroughs to customer and partner teams, with a focus on building the competence and confidence that allows customers to get more from the platform and partners to operate without dependency on TrendAI for routine engagements.
• Work with the Customer Success, Product, and Sales teams to convert customer requirements into clear implementation plans and flag anything that may affect scope or timeline early.
• Write scripts and build automation tools that make deployment work faster and more consistent across multiple customer engagements.
• Produce and maintain technical documentation for each engagement, including deployment guides, integration configurations, troubleshooting steps, and operational runbooks.
• Work in a hybrid model — managing configuration and support remotely where the situation allows, and travelling on-site when the customer or partner engagement requires a physical presence.
• Where a technical issue requires escalation, work with TrendAI's support and engineering teams to drive resolution, serving as the customer's technical point of contact until the issue is closed.

REQUIRED EXPERIENCE & SKILLS

• 2 to 4 years of practical experience in technical deployment, implementation, or support within an IT or cybersecurity environment.
• Hands-on familiarity with security technologies such as EDR, SIEM, or network security products from any major vendor. Prior experience with TrendAI products is not required; full product training will be provided.
• Scripting or automation capability in at least one language such as Python, PowerShell, or Bash, with examples of applying this to real operational or deployment work.
• Working knowledge of networking fundamentals including TCP/IP, DNS, firewalls, and proxy configurations as they apply to security product deployment.
• Experience delivering technical training or knowledge transfer to customers, partners, or colleagues.
• Clear written and spoken English, with the ability to communicate technical topics to both technical and non-technical audiences without losing accuracy.
• Comfortable working directly with customers in challenging situations, including managing difficult conversations and maintaining a professional presence under pressure.
• Ability to work independently, manage competing priorities, and troubleshoot problems under pressure without close supervision.
• Willingness to travel within the AMEA region for on-site customer and partner engagements and TrendAI events.

ADDED ADVANTAGE

• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform, or virtualisation platforms such as VMware vSphere or Microsoft Hyper-V.
• Relevant certifications such as CompTIA Security+, CompTIA Network+, CEH, PCEP™ – Certified Entry-Level Python Programmer, ISC2 certifications, or vendor-specific equivalents.
• Experience with IT service management or customer success tooling.

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.