Global Director, AI-Driven Incident Response & CRE

Trellix; Helena (MT); 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 seeks a seasoned Director to lead Customer Response Engineering (CRE) globally. You will own engineering response for critical customer issues, drive blameless postmortems, and coordinate across Technical Support, Customer Success, Product Management, and Engineering.

Strong leadership and AI-forward problem-solving are essential. Based in the United States, you will work in a hybrid model with travel up to 25% to customer sites and Trellix offices worldwide.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related 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 and retaining the customer.
• 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.
• 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, 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. Use it to reproduce issues quickly and to test releases before customers deploy them.
• 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 and customer feedback reaches the roadmap.
• 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

Leadership

Incident response

AI/LLM tooling

Executive communication

Team management

Problem solving

Willingness to travel

Security domain expertise

Education

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

Tools

Active U.S. security clearance

Job description

Trellix seeks a seasoned Director to lead Customer Response Engineering (CRE) globally. You will own engineering response for critical customer issues, drive blameless postmortems, and coordinate across Technical Support, Customer Success, Product Management, and Engineering.

Strong leadership and AI-forward problem-solving are essential. Based in the United States, you will work in a hybrid model with travel up to 25% to customer sites and Trellix offices worldwide.