Global Director, Customer Response Engineering

Trellix; Austin (TX); 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 to lead global efforts in handling critical customer issues across endpoint, data security, email, and network products. You will drive incident response, engage executives, and own root-cause analyses, coordinating across engineering, support, and product teams.

The role emphasizes AI-first debugging, lab reproduction of environments, and blameless postmortems.

Qualifications

• Bachelor's degree in a technical field is required.
• Experience owning high-stakes customer escalations through resolution.
• Hands-on depth in Windows internals and at least one UNIX-like OS.
• Experience leading major incident responses with postmortems.
• Ability to work across Technical Support, Customer Success, Product, and Engineering.

Responsibilities

• Lead the global CRE team and set the technical bar.
• Own engineering response for critical customer issues from engagement to fix.
• Command major incidents: assign roles, run the bridge, inform executives.
• Serve as senior technical contact for customer security and IT leaders.
• Run postmortems and track corrective actions until systemic fixes ship.
• Build a lab to reproduce customer environments and test releases.
• Conduct regular technical health reviews with customers.
• Collaborate with support, success, product, and engineering for roadmaps.
• Rotate product engineers into CRE and use AI tools in triage and fix development.
• Report on response times, repeat incidents, and customer health.

Skills

Leadership

Incident response

AI/LLM tooling

Troubleshooting

Cross-team collaboration

Windows internals

Network security

Executive communication

Customer escalation ownership

Public speaking

Education

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.

Job description

Trellix is seeking a Director of Customer Response Engineering to lead global efforts in handling critical customer issues across endpoint, data security, email, and network products. You will drive incident response, engage executives, and own root-cause analyses, coordinating across engineering, support, and product teams.

The role emphasizes AI-first debugging, lab reproduction of environments, and blameless postmortems.