Director, Global AI-Driven Incident Response

Trellix; Richmond (VA); 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 is seeking a senior leader to head Customer Response Engineering in the United States, remote or hybrid. The Director will own engineering response for strategic customers across Trellix’s endpoint, data security, email, and network products, and will drive prevention by finding risk before incidents occur.

You will lead cross-functional teams, manage major incidents, and ensure rapid, blameless root-cause analyses with actionable improvements, while aligning with executives and

Qualifications

• Bachelor’s degree in a technical field and 10+ years in enterprise security or infrastructure.
• 5+ years leading technical teams and owning high-stakes escalations.
• Hands-on depth in Windows internals and Linux/macOS fundamentals.
• Experience with major incident response and postmortems.
• Ability to present technical findings to executives under pressure.

Responsibilities

• Lead the global CRE team and set the technical bar for performance.
• Own engineering response for critical customer issues from engagement to fix.
• Command major customer incidents; coordinate roles and communications.
• Serve as senior technical contact for customer security and IT executives.
• Run blameless RCAs and track actions until systemic fixes ship.
• Build a lab to reproduce environments and test releases pre‑deployment.
• Hold regular technical health reviews with customers against targets.
• Partner across Support, Customer Success, Product, and Engineering.
• Run rotation programs to bring engineers into CRE.
• Utilize AI tools in triage, analysis, and fix development.
• Report on response times, repeat incidents, and customer health.

Skills

Escalation ownership

Incident response

Windows internals

AI/LLM debugging

Executive communication

Network security

Leadership

Travel readiness

Regulated sectors

Education

Bachelor's degree in CS/CE/EE or related field

Job description

Trellix is seeking a senior leader to head Customer Response Engineering in the United States, remote or hybrid. The Director will own engineering response for strategic customers across Trellix’s endpoint, data security, email, and network products, and will drive prevention by finding risk before incidents occur.

You will lead cross-functional teams, manage major incidents, and ensure rapid, blameless root-cause analyses with actionable improvements, while aligning with executives and