Director, Global Customer Response Engineering (Remote)

Trellix; Olympia (WA); 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

Community Involvement Support

Job summary

Trellix is seeking a Director of Customer Response Engineering to lead a global team in delivering rapid engineering responses to critical customer incidents. The role focuses on AI-first problem solving, cross-functional collaboration, and direct interaction with customer executives.

Based in the United States, you will manage incident response across Trellix's endpoint, data security, email, and network products, travel up to 25%, and align engineering with customer needs while driving

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or related 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.
• 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 and set the technical bar.
• Own engineering response for critical customer issues from first engagement to fix.
• Command major customer incidents and coordinate updates to customers and executives.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions.
• Build a lab that reproduces customer environments for testing releases.
• Hold regular technical health reviews with customers against targets.
• Partner with Support, Customer Success, Product Management, and Engineering to align roadmaps.
• Run a rotation program bringing 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

AI/LLM debugging

Executive communication

Windows internals

Network security

Security operations

Escalation ownership

Education

Bachelor's degree in CS/CE/EE

Job description

Trellix is seeking a Director of Customer Response Engineering to lead a global team in delivering rapid engineering responses to critical customer incidents. The role focuses on AI-first problem solving, cross-functional collaboration, and direct interaction with customer executives.

Based in the United States, you will manage incident response across Trellix's endpoint, data security, email, and network products, travel up to 25%, and align engineering with customer needs while driving