Director, Global Customer Response Engineering

Trellix; San Juan (PR); 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 Director to lead Customer Response Engineering (CRE) globally, owning engineering response for strategic customers across endpoint, data security, email, and network products. The role drives prevention, incident handling, and cross-team collaboration with executives.

You will guide a high-stakes team, work with Support, Success, Product, and Engineering, and shape strategic customer outcomes while traveling as needed.

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

Customer obsession

Calm under pressure

AI-first mindset

Education

Bachelor's degree in Computer Science or related field

Based in the United States and authorized to work in the U.S.

10+ years in enterprise security or infrastructure

5+ years leading technical teams

Proven track record in high-stakes escalations

Experience guiding major incident response with postmortems

Hands-on depth in Windows internals and Linux/macOS

Working knowledge of network and email security

Experience presenting to executives

Practical use of AI/LLM in debugging

Tools

Windows internals

Job description

Trellix is seeking a senior Director to lead Customer Response Engineering (CRE) globally, owning engineering response for strategic customers across endpoint, data security, email, and network products. The role drives prevention, incident handling, and cross-team collaboration with executives.

You will guide a high-stakes team, work with Support, Success, Product, and Engineering, and shape strategic customer outcomes while traveling as needed.