Global Director, Customer Response Engineering (Remote)

Trellix; Jackson (MS); 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 Director of Customer Response Engineering in the United States (remote or hybrid) to lead the global CRE organization, own incident response for critical customer issues, and drive blameless postmortems, with a strong emphasis on AI-assisted triage and cross-functional collaboration.

The role requires deep technical expertise in Windows and Linux/macOS, 10+ years in enterprise security, and experience guiding teams through high-stakes escalations.

Qualifications

• 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.
• 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.
• A record of owning high-stakes customer escalations through to resolution and retaining the customer.
• 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: drivers, process and DLL behavior, file system and ACL semantics, and system performance.
• 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.
• 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

Enterprise security

Incident response

Windows internals

AI/LLM debugging

US work authorization

Education

Bachelor's degree in Computer Science/Engineering or related field

Tools

Trellix/McAfee/FireEye products

Site Reliability Engineering practices

Job description

Trellix seeks a Director of Customer Response Engineering in the United States (remote or hybrid) to lead the global CRE organization, own incident response for critical customer issues, and drive blameless postmortems, with a strong emphasis on AI-assisted triage and cross-functional collaboration.

The role requires deep technical expertise in Windows and Linux/macOS, 10+ years in enterprise security, and experience guiding teams through high-stakes escalations.