Global Director, Customer Response Engineering

Trellix; Honolulu (HI); 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

Community involvement support

Job summary

Trellix is seeking a Director for Customer Response Engineering (CRE) to lead the global team and own engineering response for strategic customers across endpoint, data security, email, and network products. You will drive incident management, postmortems, and cross‑functional collaboration with engineering and product teams.

Based in the United States, remote or hybrid, you will mentor senior engineers, define the technical bar, and ensure rapid, blameless resolution of critical incidents while

Qualifications

• Bachelor's degree in a technical field and US work authorization.
• 10+ years in enterprise security or infrastructure.
• 5+ years leading technical teams.
• Experience with major incident response and postmortems.
• Willingness to travel up to 25% and to work outside US hours.

Responsibilities

• Lead the global CRE team and set the technical bar.
• Own engineering response for critical customer issues from first engagement to fix.
• Direct major incidents and communicate updates to executives.
• Serve as senior technical contact for customer security and IT executives.
• Conduct blameless root cause analyses and track corrective actions.
• Build a lab to reproduce customer environments and test releases.
• Partner with cross-functional teams to ensure rapid issue resolution.

Skills

Leadership of technical teams

Customer escalation ownership

AI/LLM in debugging

Reading crash dumps / traces

Executive communications

Education

Bachelor's degree in a technical field

Tools

Windows internals

Networking security tools

Job description

Trellix is seeking a Director for Customer Response Engineering (CRE) to lead the global team and own engineering response for strategic customers across endpoint, data security, email, and network products. You will drive incident management, postmortems, and cross‑functional collaboration with engineering and product teams.

Based in the United States, remote or hybrid, you will mentor senior engineers, define the technical bar, and ensure rapid, blameless resolution of critical incidents while