Director, Global Customer Response Engineering (Remote)

Trellix; Atlanta (GA); 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 Director for Customer Response Engineering (CRE) to lead the global CRE team and own engineering response for strategic customers across Trellix products. The role emphasizes AI-first debugging, cross-functional collaboration, and executive-facing communication.

You will drive blameless postmortems, run lab environments to reproduce issues, and ensure rapid restoration with hotfixes and permanent fixes. Significant travel and US work authorization required.

Qualifications

• Requires a software/engineering background with a focus on enterprise security or infrastructure.
• Must be based in the United States and authorized to work in the U.S.
• Proven track record of owning high-stakes customer escalations and resolutions.

Responsibilities

• Lead the global CRE team, hiring and developing senior engineers.
• Own engineering response for critical customer issues end-to-end.
• Coordinate major incidents with roles, bridge calls, and executive updates.
• Serve as senior technical contact for customer security and IT executives.

Skills

Escalation ownership

Incident response leadership

Cross-functional teamwork

AI/LLM tooling for debugging

Executive communication

Education

Bachelor's degree in CS/CE/EE or related field

Tools

Windows internals

Linux/macOS

Job description

Trellix is seeking a Director for Customer Response Engineering (CRE) to lead the global CRE team and own engineering response for strategic customers across Trellix products. The role emphasizes AI-first debugging, cross-functional collaboration, and executive-facing communication.

You will drive blameless postmortems, run lab environments to reproduce issues, and ensure rapid restoration with hotfixes and permanent fixes. Significant travel and US work authorization required.