Remote Global CRE Director - AI-Driven Incident Response

Trellix; Boise (ID); 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 of Customer Response Engineering (CRE) to lead our global CRE team across the United States, with remote/hybrid options. You will own critical customer issue response, drive root-cause analyses, and coordinate with engineering, product, and support to deliver permanent fixes.

You will guide major incidents, work with executives, and leverage AI tools to accelerate triage and resolution in enterprise environments.

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.
• Experience owning high-stakes customer escalations through to resolution.

Responsibilities

• Lead the global CRE team: hire, develop, and retain senior engineers.
• Own engineering response for critical customer issues from first engagement through workaround and permanent fix.
• Command major customer incidents: assign roles, run the bridge, and inform executives.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions to systemic fixes.
• Build and run a lab to reproduce customer environments and test releases.
• Hold regular technical health reviews with customers against targets.
• Partner with support, success, product, and engineering to route issues efficiently.
• Run a rotation program that brings product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, repeat incidents, and customer health.

Skills

Windows internals

AI/LLM tooling

Incident leadership

Escalation handling

Executive communication

Education

Bachelor's degree in CS/CE/EE or related

Tools

Lab environment setup

Network security tools

Data security tooling

Job description

Trellix is seeking a Director of Customer Response Engineering (CRE) to lead our global CRE team across the United States, with remote/hybrid options. You will own critical customer issue response, drive root-cause analyses, and coordinate with engineering, product, and support to deliver permanent fixes.

You will guide major incidents, work with executives, and leverage AI tools to accelerate triage and resolution in enterprise environments.