Director – Customer Response Engineering

Trellix US LLC; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote or hybrid in the United States

Travel up to 25%

Job summary

Trellix US LLC seeks a leader to head a global customer response engineering function responsible for critical production issues for strategic customers, from initial investigation through workaround and permanent resolution.

The role combines senior incident leadership with team development, executive communication, and prevention work across customer environments, requiring an AI-first mindset and calm, decisive collaboration with cross-functional teams.

Qualifications

• Strong customer ownership and proactive issue management from detection to resolution.
• Composure and clear communication when deadlines are tight and stakeholders are frustrated.
• Deep technical troubleshooting including crash dumps, traces, or packet captures and root cause analysis.
• AI-first approach to investigating complex problems across teams and customer environments.

Responsibilities

• Lead, hire, develop, and retain a global team of senior customer response engineers, setting its technical standards.
• Own engineering response to high-impact customer issues, coordinating investigation, workarounds, hotfixes, and lasting fixes.
• Direct major incident response by assigning roles, facilitating incident bridges, and informing customers and executives.
• Act as a senior technical contact for customer security and IT executives.
• Lead blameless root cause reviews and track corrective actions.
• Identify risks in customer environments and coordinate across support, customer success, sales engineering, product, and engineering teams.

Skills

Customer ownership

Calm communication

Technical troubleshooting

AI-first mindset

Job description

Role overview

Lead a global customer response engineering function that takes ownership of critical production issues for strategic customers, from initial investigation through workaround and permanent resolution. The role combines senior technical incident leadership with team development, executive communication, and prevention work across customer environments. It calls for strength in at least two of three areas: customer focus, calm incident leadership, and deep technical investigation with an AI-first mindset.

Responsibilities

• Lead, hire, develop, and retain a global team of senior customer response engineers, setting its technical standards.


• Own engineering response to high-impact customer issues, coordinating investigation, workarounds, hotfixes, and lasting fixes.


• Direct major incident response by assigning roles, facilitating incident bridges, and keeping customer and executive stakeholders informed.


• Act as a senior technical contact for customer security and IT executives.


• Lead blameless root cause reviews and track corrective actions.


• Identify risks in customer environments and coordinate across support, customer success, sales engineering, product, and engineering teams.

Requirements

• Strong customer ownership, including the ability to manage issues proactively through resolution.


• Composure and clear communication when deadlines are tight and stakeholders are frustrated or priorities conflict.


• Deep technical troubleshooting ability, including interpreting crash dumps, process traces, or packet captures and working through root causes with senior engineers.


• An AI-first approach to investigating complex problems, while collaborating effectively across technical and customer-facing teams.

Benefits and work setup

• United States remote or hybrid work setup.


• Travel of up to 25%, domestic and international.