Director, Global Customer Response Engineering

Trellix; Pierre (SD); 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 to lead CRE globally, owning engineering response for critical customer issues and driving preventive risk reduction across products. The role requires senior technical leadership, hands-on problem solving, and collaboration with cross-functional teams.

This position is remote in the United States, with travel up to 25%. You will manage incidents, run blameless postmortems, and mentor engineers while leveraging AI tools to accelerate

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
• Based in the United States and authorized to work in the U.S.
• 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.
• A record of owning high-stakes customer escalations through to resolution and retaining the customer.
• Experience leading major incident response with defined roles and structured postmortems.
• Hands-on depth in Windows internals and at least one of Linux or macOS: drivers, process and DLL behavior, file system and ACL semantics, and system performance.
• Working knowledge of network and email security.
• Experience presenting technical findings to customer executives under pressure.
• Practical use of AI or LLM tools in debugging, triage, or engineering workflows.
• Ability to support customers in regulated sectors: government, defense, financial services, healthcare.
• Willingness to travel to customer sites and Trellix offices worldwide.
• Flexibility to work outside standard U.S. hours with global teams and customers, and during critical incidents.

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 the customer and our executives informed.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions until the systemic fix ships.
• Build and run a lab that reproduces customer environments. Use it to reproduce issues quickly and to test releases before customers deploy them.
• Hold regular technical health reviews with customers against agreed response and resolution targets.
• Partner with Technical Support, Customer Success, Product Management, and Engineering so issues reach the right engineer fast and customer feedback reaches the roadmap.
• Run a rotation program that brings product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response and resolution times, repeat incidents, and customer health.

Skills

Escalation ownership

Team leadership

Windows internals

Linux/macOS depth

Incident response

AI/LLM debugging

Executive communication

Travel readiness

Regulated sector experience

On-call readiness

Education

Bachelor's degree in Computer Science or related field

Job description

Trellix is seeking a Director of Customer Response Engineering to lead CRE globally, owning engineering response for critical customer issues and driving preventive risk reduction across products. The role requires senior technical leadership, hands-on problem solving, and collaboration with cross-functional teams.

This position is remote in the United States, with travel up to 25%. You will manage incidents, run blameless postmortems, and mentor engineers while leveraging AI tools to accelerate