Director, Global Customer Response Engineering

Trellix; Carson City (NV); 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 Director of Customer Response Engineering (CRE) to lead global engineering response for strategic customers across endpoint, data security, email, and network products.

You will own major incidents, conduct blameless postmortems, and coordinate across Technical Support, Customer Success, Product Management, and Engineering to ensure rapid, high-quality resolutions.

Qualifications

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

Responsibilities

• Lead the global CRE team. Hire, develop, and retain senior engineers, and set the technical bar.
• Own engineering response for critical customer issues from first engagement through workaround, hotfix, and permanent fix.
• Command major customer incidents: assign roles, run the bridge, and keep customer and executives informed.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions until systemic fix ships.
• Build and run a lab that reproduces customer environments to test releases before deployment.
• Hold regular technical health reviews with customers against targets.
• Partner with Support, Customer Success, Product Management, and Engineering to route issues to the right engineer.
• Run a rotation program bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.

Skills

Technical leadership

Incident management

Windows internals

AI/LLM debugging

Escalation ownership

Travel readiness

Education

Bachelor's degree in Computer Science/Computer Engineering

Job description

Trellix is seeking a Director of Customer Response Engineering (CRE) to lead global engineering response for strategic customers across endpoint, data security, email, and network products.

You will own major incidents, conduct blameless postmortems, and coordinate across Technical Support, Customer Success, Product Management, and Engineering to ensure rapid, high-quality resolutions.