Director, Global Customer Response Engineering

Trellix; Hagåtña (GU); Hybrid; 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 seasoned Director of Customer Response Engineering to lead a global team handling critical customer incidents across endpoint, data security, email, and network products. You will own engineering response from first contact to permanent fix, drive blameless postmortems, and coordinate across teams to accelerate resolutions.

You will guide incident response, work with executives, and ensure robust lab testing and risk prevention across complex environments.

Qualifications

• Bachelor's degree in a technical field and 10+ years in enterprise security or infrastructure.
• 5+ years leading technical teams, including senior individual contributors.
• Experience owning high-stakes customer escalations through to resolution.

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 to permanent fix.
• Command major customer incidents and keep executives informed.
• Serve as senior technical contact for customer security and IT executives.
• Run blameless postmortems and track corrective actions until fixes ship.
• Build a lab to reproduce environments and test releases before customer deployment.
• Partner with support, success, product management, and engineering to accelerate fixes.

Skills

AI/LLM tooling

Incident response

Customer escalation

Cross-team collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

Windows internals

Linux/macOS

Networking security

Job description

Trellix seeks a seasoned Director of Customer Response Engineering to lead a global team handling critical customer incidents across endpoint, data security, email, and network products. You will own engineering response from first contact to permanent fix, drive blameless postmortems, and coordinate across teams to accelerate resolutions.

You will guide incident response, work with executives, and ensure robust lab testing and risk prevention across complex environments.