Director, AI-Driven Customer Response Engineering - Remote

Trellix; Frankfort (KY); Remote; 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 seeks a Director of Customer Response Engineering to lead the global CRE team, owning engineering response for strategic customers across Trellix products. You will work with cross‑functional teams to reduce incident impact and deliver permanent fixes while advancing AI-enabled triage and root-cause analysis.

Based in the United States with remote or hybrid options, you will manage high-stakes escalations, travel up to 25%, and partner with Engineering, Sales, and Product to drive

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 10+ years in enterprise security or infrastructure across engineering, sustaining or escalation engineering, professional services, or advanced technical support.
• 5+ years leading technical teams, including senior individual contributors.
• Experience owning high-stakes customer escalations through resolution and retention.
• Experience leading major incidents with defined roles and postmortems.
• Hands-on depth in Windows internals and Linux/macOS concepts.
• Working knowledge of network and email security.
• Ability to present technical findings to executives under pressure.
• Practical use of AI or LLM tools in debugging and triage.
• Willingness to travel to customer sites and Trellix offices worldwide.
• Flexibility to work outside standard U.S. hours with global teams.

Responsibilities

• Lead the global CRE team and hire, develop, and retain senior engineers.
• Own engineering response for critical customer issues from engagement to permanent fix.
• Command major customer incidents: assign roles, run the bridge, inform executives.
• Serve as senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions.
• Build and run a lab to reproduce customer environments and test releases.
• Hold regular technical health reviews with customers against targets.
• Collaborate with Support, Success, Product, and Engineering to route issues quickly.
• Run rotation programs bringing product engineers into CRE.
• Use AI tools in triage and fix development.
• Report on response times, repeat incidents, and customer health.

Skills

Leadership

Incident response

Cross-functional collaboration

Executive communication

Problem solving under pressure

AI/LLM tooling in debugging

Education

Bachelor's degree in CS/CE or related field

Job description

Trellix seeks a Director of Customer Response Engineering to lead the global CRE team, owning engineering response for strategic customers across Trellix products. You will work with cross‑functional teams to reduce incident impact and deliver permanent fixes while advancing AI-enabled triage and root-cause analysis.

Based in the United States with remote or hybrid options, you will manage high-stakes escalations, travel up to 25%, and partner with Engineering, Sales, and Product to drive