Director, Global Customer Response Engineering (Remote)

Trellix; Columbus (OH); 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 seasoned Director of Customer Response Engineering (CRE) to lead the global team responsible for critical customer incidents. Based in the United States, you will own engineering response from first engagement to permanent fix, while shaping AI-driven triage and postmortems across endpoint, data security, email, and network products.

Strong candidates will excel in cross-functional leadership, high-stakes escalation, and communicating with executives under pressure.

Qualifications

• Bachelor's degree in CS/CE or related field.
• 10+ years in enterprise security or infrastructure roles.
• 5+ years leading technical teams, including senior contributors.
• Based in the United States and authorized to work in the U.S.
• Willingness to travel to customer sites and Trellix offices worldwide.
• Hands-on depth in Windows internals and Linux/macOS basics.
• Experience presenting to customer executives under pressure.

Responsibilities

• Lead the global CRE team and set the technical bar.
• Own engineering response for critical customer issues through permanent fixes.
• Command major customer incidents and keep executives informed.
• Serve as senior technical contact for customer security and IT executives.
• Run blameless root-cause analyses and track corrective actions.
• Build and run a lab to reproduce environments and test releases.
• Hold health reviews with customers against targets.
• Collaborate with Support, Customer Success, Product, and Engineering.
• Run a rotation program bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response times, incidents, and customer health.

Skills

Customer escalations

Leading teams

Incident response

AI/LLM debugging

Executive communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field

Job description

Trellix is seeking a seasoned Director of Customer Response Engineering (CRE) to lead the global team responsible for critical customer incidents. Based in the United States, you will own engineering response from first engagement to permanent fix, while shaping AI-driven triage and postmortems across endpoint, data security, email, and network products.

Strong candidates will excel in cross-functional leadership, high-stakes escalation, and communicating with executives under pressure.