Global Director, AI-Driven Customer Response Engineering

Trellix; Lincoln (NE); 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 (CRE) to lead global engineering response for strategic customers across Trellix’s endpoint, data security, email, and network products. The role focuses on preventing incidents, deep technical leadership, and coordinating across Technical Support, Customer Success, Product Management, and Engineering.

You will manage a high-caliber team, own major incident responses, and drive blameless postmortems, while leveraging AI-enabled

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a 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 record of owning high-stakes customer escalations through to resolution and retaining the customer.
• 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: hire, develop, and retain senior engineers; set the technical bar.
• Own engineering response for critical customer issues from first engagement through workaround, hotfix, and permanent fix.
• Command major customer incidents: assign roles, run the bridge, keep customer and executives informed.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions until systemic fix ships.
• Build and run a lab that reproduces customer environments to test releases before deployment.
• Hold regular technical health reviews with customers against targets.
• Partner with Support, Success, Product, and Engineering to route issues to the right engineer.
• Run rotations bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, repeat incidents, and customer health.

Skills

Leadership

Incident response

AI/LLM tools

Windows internals

Network security

Executive communication

AI-first mindset

Travel readiness

Regulated sectors

Customer escalations

Education

Bachelor's degree in CS/Engineering

Job description

Trellix is seeking a Director of Customer Response Engineering (CRE) to lead global engineering response for strategic customers across Trellix’s endpoint, data security, email, and network products. The role focuses on preventing incidents, deep technical leadership, and coordinating across Technical Support, Customer Success, Product Management, and Engineering.

You will manage a high-caliber team, own major incident responses, and drive blameless postmortems, while leveraging AI-enabled