Director of AI-Driven Customer Response Engineering

Trellix; Providence (RI); 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 is seeking a Director of Customer Response Engineering to lead and scale the CRE team across the United States. You will own engineering response for strategic customers and guide incident management from initial engagement to permanent resolution.

You will collaborate with cross-functional teams, apply AI-first approaches to triage and root-cause analysis, and drive preventive improvements across Trellix products. Remote work in the U.S. is supported.

Qualifications

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

Responsibilities

• Lead the global CRE team and set the technical bar for engineering response.
• Own and manage engineering response for critical customer issues from first engagement to permanent fix.
• Coordinate major incidents: assign roles, run bridge calls, inform executives and customers.
• Serve as senior technical contact for customer security and IT executives.
• Conduct blameless root-cause analyses and track corrective actions to systemic fixes.
• Build and run a lab reproducing customer environments to test releases.

Skills

Customer escalation management

Incident response leadership

AI/LLM tooling in debugging

Executive communication

Travel flexibility

Security domain experience

Education

Bachelor's degree in CS/CE/EE or related field

Job description

Trellix is seeking a Director of Customer Response Engineering to lead and scale the CRE team across the United States. You will own engineering response for strategic customers and guide incident management from initial engagement to permanent resolution.

You will collaborate with cross-functional teams, apply AI-first approaches to triage and root-cause analysis, and drive preventive improvements across Trellix products. Remote work in the U.S. is supported.