Global Director, Customer Response Engineering (Remote)

Trellix; Trenton (NJ); 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

Support for Community Involvement

Job summary

Trellix is seeking a Director to lead Customer Response Engineering (CRE) globally. You will own engineering response for strategic customers across endpoint, data security, email, and network products, and drive prevention by identifying risks before incidents.

You will lead the CRE team, manage incidents from first engagement to permanent fixes, and collaborate with Technical Support, Customer Success, Product Management, and Engineering. Travel up to 25% is expected.

Qualifications

• Bachelor's degree in CS or related field required.
• US work authorization required.
• 10+ years in enterprise security or infrastructure.
• 5+ years leading technical teams.
• Experience owning high-stakes customer escalations through resolution.
• Experience leading major incident response with structured postmortems.
• Hands-on depth in Windows internals and Linux/macOS.

Responsibilities

• Lead the global CRE team: hire, develop, and retain senior engineers.
• Own engineering response for critical customer issues from first engagement through hotfix and permanent fix.
• Command major customer incidents: assign roles, run the bridge, inform executives.
• Serve as senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions.
• Build and run a lab to reproduce customer environments and test releases.

Skills

Executive communication

Incident response leadership

Customer escalation leadership

Windows internals

Linux/macOS knowledge

AI/LLM tooling in debugging

Travel up to 25%

Security domain expertise

Education

Bachelor's degree in CS/Engineering

Job description

Trellix is seeking a Director to lead Customer Response Engineering (CRE) globally. You will own engineering response for strategic customers across endpoint, data security, email, and network products, and drive prevention by identifying risks before incidents.

You will lead the CRE team, manage incidents from first engagement to permanent fixes, and collaborate with Technical Support, Customer Success, Product Management, and Engineering. Travel up to 25% is expected.