Director, AI-Driven Customer Response Engineering (Remote)

Trellix; Bismarck (ND); Hybrid; USD 225,000 - 275,000; Full time

Benefits offered by this job

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

Job summary

Trellix in the United States seeks a Director of Customer Response Engineering to lead CRE globally, owning engineering response for strategic customers across endpoint, data security, email, and network products. The role emphasizes AI-first debugging, incident leadership, and cross-functional collaboration with Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering.

Travel up to 25% is expected.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical field.
• U.S. work authorization.
• 10+ years in enterprise security or infrastructure engineering, sustaining, escalation, or related roles.
• 5+ years leading technical teams, including senior ICs.
• Proven record with high-stakes customer escalations to resolution.
• Experience with major incident response and postmortems.
• Hands-on Windows internals and Linux/macOS experience.
• Knowledge of network and email security.
• Ability to present technical findings to executives under pressure.
• Experience using AI/LLM tools in debugging and triage.

Responsibilities

• Lead the global CRE team and set technical standards.
• Own engineering response for critical customer issues from engagement to fix.
• Command major customer incidents, assign roles, and brief executives.
• Serve as the senior technical contact for customer security and IT execs.
• Conduct blameless root cause analyses and track corrective actions.
• Build a lab to reproduce environments and test releases before customers deploy.
• Host regular technical health reviews with customers against targets.
• Collaborate with Support, Success, Product, and Engineering to route issues.
• Run rotation programs bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response times, incidents, and customer health.

Skills

Leadership

Incident management

AI/LLM tools

Customer communication

Travel readiness

Windows internals

Security domain knowledge

Executive presentation

Cross-team collaboration

Education

Bachelor's degree in Computer Science/Engineering

Job description

Trellix in the United States seeks a Director of Customer Response Engineering to lead CRE globally, owning engineering response for strategic customers across endpoint, data security, email, and network products. The role emphasizes AI-first debugging, incident leadership, and cross-functional collaboration with Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering.

Travel up to 25% is expected.