Remote Director, AI-Driven Customer Response Engineering

Trellix; Annapolis (MD); 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 of Customer Response Engineering to lead global engineering response for strategic customers across Trellix products. This role focuses on incident leadership, AI-enabled triage, and cross-team collaboration with Support, Success, Product, and Engineering.

The role demands 10+ years in enterprise security, 5+ years in team leadership, and a strong ability to manage high-stakes escalations with executives. Remote/hybrid options in the U.S. are available.

Qualifications

• Bachelor's degree in CS/engineering or related field.
• U.S. work authorization.
• 10+ years in enterprise security or infrastructure.
• 5+ years leading technical teams.
• Proven record of owning escalations to resolution.

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 and test releases before customers deploy them.

Skills

Leadership

Incident response

AI/LLM tools

Windows internals

Public speaking

Education

Bachelor's degree in CS/Engineering

Tools

Windows internals

Linux/macOS basics

Incident management tools

Job description

Trellix is seeking a Director of Customer Response Engineering to lead global engineering response for strategic customers across Trellix products. This role focuses on incident leadership, AI-enabled triage, and cross-team collaboration with Support, Success, Product, and Engineering.

The role demands 10+ years in enterprise security, 5+ years in team leadership, and a strong ability to manage high-stakes escalations with executives. Remote/hybrid options in the U.S. are available.