Director, Global Customer Response Engineering (Remote)

Trellix; United States; 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 of Customer Response Engineering in the United States (remote or hybrid) to lead global engineering response for strategic customers across Trellix products. Travel up to 25% international is expected.

You will own incidents from first contact to permanent fix, partnering across teams to prevent recurrence and strengthen customer trust. Ideal candidates bring 10+ years in enterprise security, 5+ years leading technical teams, and a proven record of high-stakes

Qualifications

• Bachelor's degree in CS/CE/EE or 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 track record owning high-stakes customer escalations through to resolution.
• Experience leading major incident response with defined roles and postmortems.
• Hands-on depth in Windows internals and Linux/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.
• Own engineering response for critical issues from engagement to fix.
• Command major incidents: assign roles, run bridges, inform execs.
• Serve as senior technical contact for security and IT execs.
• Conduct blameless root-cause analyses and track actions.
• Build a lab to reproduce customer environments and test releases.
• Hold regular technical health reviews with customers.
• Coordinate with Support, Success, Product, and Engineering.
• Run rotations to bring product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fixes.
• Report on response times, repeat incidents, and customer health.

Skills

Escalation ownership

Incident response leadership

Windows internals

Linux/macOS familiarity

Network security

Email security

Executive communication

AI tooling in debugging

Travel willingness

Cross-team collaboration

Customer success mindset

Strategic incident management

Education

Bachelor's degree in Computer Science / Computer Engineering / Electrical Engineering

Job description

Trellix is seeking a Director of Customer Response Engineering in the United States (remote or hybrid) to lead global engineering response for strategic customers across Trellix products. Travel up to 25% international is expected.

You will own incidents from first contact to permanent fix, partnering across teams to prevent recurrence and strengthen customer trust. Ideal candidates bring 10+ years in enterprise security, 5+ years leading technical teams, and a proven record of high-stakes