Director, Global Customer Response Engineering (Remote)

Trellix; Denver (CO); 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 seeks a seasoned leader for Customer Response Engineering (CRE) to own and drive engineering responses for strategic customers. You’ll lead cross-functional teams, coordinate major incidents, and ensure rapid, high-quality resolutions across endpoint, data security, email, and network products.

You’ll mentor senior engineers, develop incident playbooks, and leverage AI tools to accelerate triage and fixes. This role requires US work authorization and travel 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.
• 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 and set the technical bar for responses.
• Own engineering response for critical customer issues from first engagement through workaround and permanent fix.
• Command major customer incidents and communicate with executives.
• Serve as the 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 customer environments and test releases.
• Hold regular technical health reviews with customers against targets.
• Partner with support, success, product management, and engineering to ensure issues reach the right engineer.
• Run a rotation program bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, repeat incidents, and customer health.

Skills

Escalation management

Incident response

AI/LLM tooling

Executive communication

Cross-team collaboration

Education

Bachelor's degree in Computer Science/Engineering

Tools

Windows internals

Linux/macOS basics

Job description

Trellix seeks a seasoned leader for Customer Response Engineering (CRE) to own and drive engineering responses for strategic customers. You’ll lead cross-functional teams, coordinate major incidents, and ensure rapid, high-quality resolutions across endpoint, data security, email, and network products.

You’ll mentor senior engineers, develop incident playbooks, and leverage AI tools to accelerate triage and fixes. This role requires US work authorization and travel as needed.