Director - AI-Driven Customer Response Engineering (Remote)

Trellix Public Sector; United States; Hybrid; USD 180,000 - 280,000; Full time

Job summary

Trellix is seeking a Director of Customer Response Engineering to lead global engineering response for strategic customers across Trellix's product lines. You will own critical incidents, coordinating across engineering, product, and executive teams to deliver fixes and prevent recurrences.

Based in the United States with remote or hybrid work options, you will shape incident response, postmortems, and customer communications while advancing AI-enabled triage and root-cause analysis.

Qualifications

• Over a decade of experience in enterprise security or infrastructure engineering.
• Proven track record leading technical teams and owning high-stakes escalations.
• Hands-on depth in Windows internals and at least one of Linux or macOS.

Responsibilities

• Lead the global CRE team, hiring, developing, and retaining senior engineers.
• Own engineering response for critical customer issues from engagement to permanent fix.
• Command major customer incidents: assign roles, run the bridge, keep execs informed.
• Serve as senior technical contact for customer security and IT executives.
• Conduct 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, Customer Success, Product, and Engineering to align roadmaps.
• Run rotations to bring product engineers into CRE and leverage AI tools.

Skills

10+ years enterprise security

5+ years leading technical teams

Windows internals

Network and email security

Incident response leadership

Customer escalations ownership

Education

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or related field

Job description

Trellix is seeking a Director of Customer Response Engineering to lead global engineering response for strategic customers across Trellix's product lines. You will own critical incidents, coordinating across engineering, product, and executive teams to deliver fixes and prevent recurrences.

Based in the United States with remote or hybrid work options, you will shape incident response, postmortems, and customer communications while advancing AI-enabled triage and root-cause analysis.