Global Director, AI-Driven Customer Response Engineering

Trellix; Madison (WI); 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 the global CRE team, manage engineering responses for critical customer issues, and partner with technical and product teams to deliver rapid, strategic resolutions.

You will mentor senior engineers, own incident response, and drive improvements across Windows, Linux, and macOS environments with an AI-first mindset.

Qualifications

• Bachelor's degree in a technical field.
• 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.
• Experience owning high-stakes customer escalations through to resolution.
• 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.
• 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.

Responsibilities

• Lead the global CRE team and set the technical bar.
• Own engineering response for critical customer issues from first engagement to permanent fix.
• Coordinate major incidents and communicate with customers and executives.
• Serve as senior technical contact for customer security and IT executives.
• Conduct blameless root cause analyses and track corrective actions.
• Build and run a lab to reproduce customer environments and test releases.
• Hold regular technical health reviews with customers.
• Collaborate with Support, Customer Success, Product Management, and Engineering to route issues quickly.
• Run rotation programs bringing product engineers into CRE.
• Leverage AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, repeat incidents, and customer health.

Skills

Executive communication

Incident response

Team leadership

Customer escalations

AI/LLM tooling

Cross-functional collaboration

Regulated environments

Travel readiness

Education

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

Tools

Windows internals

Linux

macOS

Job description

Trellix is seeking a Director of Customer Response Engineering to lead the global CRE team, manage engineering responses for critical customer issues, and partner with technical and product teams to deliver rapid, strategic resolutions.

You will mentor senior engineers, own incident response, and drive improvements across Windows, Linux, and macOS environments with an AI-first mindset.