Remote Global Director, Customer Response Engineering

Trellix; Cheyenne (WY); 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 in the United States (remote or hybrid) is seeking a Director of Customer Response Engineering to lead global CRE, owning engineering response for strategic customers across endpoint, data security, email, and network products.

The role requires 10+ years in enterprise security and 5+ years leading technical teams, with travel up to 25%. Collaboration with executives and teams worldwide is essential, and AI tools will be used to accelerate triage and fixes.

Qualifications

• Bachelor's degree in CS/CE/EE or related field.
• Based in the United States and authorized to work in the U.S.
• 10+ years in enterprise security or related engineering roles.
• 5+ years leading technical teams, including senior contributors.
• A record of owning high-stakes customer escalations through to resolution.
• Experience leading major incident response with postmortems.
• Hands-on depth in Windows internals and Linux/macOS familiarity.
• Working knowledge of network and email security.
• Experience presenting findings to executives under pressure.
• Practical use of AI/LLM tools in debugging or triage.
• Ability to support customers in regulated sectors.
• Willingness to travel to customer sites and Trellix offices.
• Flexibility to work outside standard U.S. hours with global teams.

Responsibilities

• Lead the global CRE team, hire and develop senior engineers.
• Own engineering response for critical customer issues through fix.
• Command major incidents: assign roles, run the bridge, inform executives.
• Serve as senior technical contact for customer security and IT execs.
• Run blameless root cause analyses and track corrective actions.
• Build and run a lab reproducing customer environments for testing.
• Hold regular technical health reviews with customers.
• Partner with support, success, product, and engineering.
• Run rotation programs bringing product engineers into CRE.
• Use AI tools in triage, root-cause analysis, and fix development.
• Report on response/resolution times, repeats, and customer health.

Skills

Enterprise security

Technical leadership

Escalation ownership

Incident response

Windows internals

Network security

Email security

Executive communication

AI tools in debugging

Regulated sectors

Willing to travel

After-hours flexibility

US work authorized

Education

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field

Job description

Trellix in the United States (remote or hybrid) is seeking a Director of Customer Response Engineering to lead global CRE, owning engineering response for strategic customers across endpoint, data security, email, and network products.

The role requires 10+ years in enterprise security and 5+ years leading technical teams, with travel up to 25%. Collaboration with executives and teams worldwide is essential, and AI tools will be used to accelerate triage and fixes.