Global Director, AI-Driven Incident Response

Trellix; City of Albany (NY); 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 the global CRE team, owning engineering response for strategic incidents and driving prevention across Trellix products.

The role demands deep technical expertise, exceptional leadership, and a proven ability to coordinate across Technical Support, Customer Success, Product Management, and Engineering. Travel up to 25% is expected.

Qualifications

• 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.
• Hands-on depth in Windows internals and Linux or macOS: drivers, process and DLL behavior, file system and ACL semantics, and system performance.
• Experience leading major incident response with defined roles and structured postmortems.
• Willingness to travel to customer sites and Trellix offices worldwide.

Responsibilities

• Lead the global CRE team. Hire, develop, and retain senior engineers, and 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, and keep the customer and our executives informed.
• 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 that reproduces customer environments to reproduce issues quickly and test releases.
• Hold regular technical health reviews with customers against agreed response and resolution targets.
• Partner with Technical Support, Customer Success, Product Management, and Engineering so issues reach the right engineer fast.
• Run a rotation program that brings product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response and resolution times, repeat incidents, and customer health.

Skills

Enterprise security

Infrastructure engineering

Team leadership

Incident response

AI debugging

Executive communication

Windows internals

Linux / macOS

Travel willingness

Education

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field

Job description

Trellix is seeking a Director of Customer Response Engineering (CRE) to lead the global CRE team, owning engineering response for strategic incidents and driving prevention across Trellix products.

The role demands deep technical expertise, exceptional leadership, and a proven ability to coordinate across Technical Support, Customer Success, Product Management, and Engineering. Travel up to 25% is expected.