Director, Global Customer Response Engineering - Remote

trellix; United States; Hybrid; USD 225,000 - 275,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement plans

Paid time off

Paid parental leave

Flexible hours

Community involvement programs

Travel up to 25%

Job summary

Trellix is seeking a senior leader to head a global customer response engineering function, owning critical security incidents from initial investigation to permanent fixes. The role spans endpoint, data, email, and network products, combining incident leadership, deep technical troubleshooting, and prevention of recurring problems.

You will hire and develop senior engineers, coordinate with support, product, and engineering teams, and use AI tools to triage, analyze, and accelerate fix

Qualifications

• Bachelor’s degree in computer science, computer or electrical engineering or related field.
• 10+ years in enterprise security or infrastructure engineering, sustaining or escalation engineering, professional services, or advanced technical support.
• 5+ years leading technical teams.
• Strong ability to analyze crash dumps, traces, or packet captures and drive root cause with senior engineers.
• Ability to lead high‑pressure customer incidents and coordinate across technical and business teams.
• Based in the United States and authorized to work there.

Responsibilities

• Hire, develop, and retain senior engineers while setting the team’s technical standards and direction.
• Lead critical customer incidents, coordinate response teams, manage incident bridges, and keep customer and executive stakeholders informed.
• Direct investigations from workaround through hotfix and permanent resolution, then run blameless root cause reviews and track corrective actions.
• Build and maintain a lab that reproduces customer environments and supports rapid issue reproduction and release testing.
• Partner with support, customer success, product, and engineering teams to route issues quickly and carry customer feedback into product planning.
• Monitor response and resolution performance, repeat incidents, corrective action completion, and customer health; use AI tools in triage, analysis, and fix development.

Skills

Incident leadership

Security engineering

Root cause analysis

Executive communication

Team development

Education

Bachelor’s degree in computer science, computer or electrical engineering

Job description

Trellix is seeking a senior leader to head a global customer response engineering function, owning critical security incidents from initial investigation to permanent fixes. The role spans endpoint, data, email, and network products, combining incident leadership, deep technical troubleshooting, and prevention of recurring problems.

You will hire and develop senior engineers, coordinate with support, product, and engineering teams, and use AI tools to triage, analyze, and accelerate fix