Director, AI-Driven Customer Response Engineering

102 Musarubra US, LLC; United States; Hybrid; USD 225,000 - 275,000; Full time

Benefits offered by this job

Retirement Plans

Medical/Dental/Vision Coverage

Paid Time Off

Paid Parental Leave

Community Involvement Support

Job summary

Trellix is seeking a Director of Customer Response Engineering to lead our globally distributed CRE team. You will own engineering response for strategic customers across endpoints, data security, email, and network products, and you will shape incident management and postmortems across the organization.

The role requires 10+ years in enterprise security, 5+ years of leadership, and hands-on depth in Windows internals plus Linux/macOS.

Qualifications

• Bachelor's degree in a technical field or equivalent.
• 10+ years in enterprise security or infrastructure roles.
• 5+ years leading technical teams and managing escalations.
• Experience with major incident response and postmortems.

Responsibilities

• Lead the global CRE team and own engineering response for critical incidents.
• Hire and develop senior engineers and set technical standards.
• Coordinate incident response from first engagement to permanent fix and communicate with executives.
• Run blameless root cause analyses and track corrective actions.
• Partner with cross-functional teams to ensure timely customer resolutions.

Skills

Executive communication

AI/LLM debugging

Incident management

Customer-focused leadership

Cross-team collaboration

Education

Bachelor's degree in Computer Science/Engineering

Tools

Windows internals

Linux/macOS internals

Network security

AI tooling

Job description

Trellix is seeking a Director of Customer Response Engineering to lead our globally distributed CRE team. You will own engineering response for strategic customers across endpoints, data security, email, and network products, and you will shape incident management and postmortems across the organization.

The role requires 10+ years in enterprise security, 5+ years of leadership, and hands-on depth in Windows internals plus Linux/macOS.