Director, Global Customer Response Engineering

Trellix; Santa Fe (NM); 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 is seeking a senior leader to helm Customer Response Engineering (CRE) across the United States, with remote or hybrid work options. The Director will own engineering response for strategic customers, drive blameless postmortems, and coordinate across Security, IT, and Product to prevent incidents and accelerate fixes.

You will lead a global team, work with executives, and leverage AI-enabled workflows to shorten resolution times while maintaining customer trust in a dynamic cyber

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 track 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

Leadership

Incident response

Customer escalation management

AI/LLM tooling

Executive communication

Cross-functional collaboration

Calm under pressure

Troubleshooting complex systems

Education

Bachelor's degree in Computer Science/Engineering or related field

Job description

Trellix is seeking a senior leader to helm Customer Response Engineering (CRE) across the United States, with remote or hybrid work options. The Director will own engineering response for strategic customers, drive blameless postmortems, and coordinate across Security, IT, and Product to prevent incidents and accelerate fixes.

You will lead a global team, work with executives, and leverage AI-enabled workflows to shorten resolution times while maintaining customer trust in a dynamic cyber