Director, Global Customer Response Engineering (Remote)

Trellix; Dover (DE); Hybrid; USD 225,000 - 275,000; Full time

Benefits offered by this job

Retirement Plans

Medical, Dental, Vision Coverage

Paid Time Off

Paid Parental Leave

Community involvement support

Job summary

Trellix is seeking a Director of Customer Response Engineering (CRE) in the United States (remote or hybrid). The role leads globally, owning engineering response for strategic customers across endpoint, data security, email, and network products.

You will drive a high-caliber technical team, champion blameless postmortems, and collaborate with Support, Success, Product, and Engineering to improve response times and customer outcomes. Travel up to 25% is expected.

Qualifications

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

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 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 for quick reproduction and testing.
• Hold regular technical health reviews with customers against targets.
• Partner with teams so issues reach the right engineer quickly and roadmaps reflect feedback.
• Run a rotation program that brings 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

Leadership

Incident response

AI/LLM debugging

Windows internals

Network security

Customer communication

Regulated sectors

Education

Bachelor's degree in Computer Science/Engineering

Job description

Trellix is seeking a Director of Customer Response Engineering (CRE) in the United States (remote or hybrid). The role leads globally, owning engineering response for strategic customers across endpoint, data security, email, and network products.

You will drive a high-caliber technical team, champion blameless postmortems, and collaborate with Support, Success, Product, and Engineering to improve response times and customer outcomes. Travel up to 25% is expected.