Global CRE Director — AI-Driven Incident Leadership Remote

Trellix; Hartford (CT); 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 Senior Director in Customer Response Engineering to lead global engineering response for strategic customers across Trellix products. You will own critical incidents, drive root-cause analyses, and collaborate across teams to improve security operations and customer outcomes.

You will oversee a team of senior engineers, guide postmortems, and ensure timely remedies while working with executives.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
• Authorized to work in the United States.
• 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.
• Proven record of owning high-stakes customer escalations through to resolution.

Responsibilities

• Lead the global CRE team, hire and develop senior engineers, set technical bar.
• Own engineering response for critical customer issues from first engagement to permanent fix.
• Command major customer incidents: assign roles, run the bridge, inform executives.
• 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 to reproduce customer environments and test releases.
• Hold regular technical health reviews with customers against targets.
• Collaborate with Support, Customer Success, Product, and Engineering so issues reach the right engineer fast.
• Run a rotation program bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, incidents, and customer health.

Skills

Leadership

Incident response

AI/LLM tools

Windows internals

Network security

Executive communication

Education

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

Job description

Trellix is seeking a Senior Director in Customer Response Engineering to lead global engineering response for strategic customers across Trellix products. You will own critical incidents, drive root-cause analyses, and collaborate across teams to improve security operations and customer outcomes.

You will oversee a team of senior engineers, guide postmortems, and ensure timely remedies while working with executives.