Director - Customer Response Engineering

Remote United States

Full time

JR0038099

Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape.

Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact. Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set.

Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. More at  .

Customer Response Engineering (CRE) connects Trellix's most demanding customers directly to engineering. When a critical issue hits a customer's production environment, CRE owns it from first contact to permanent fix, and makes sure the lesson reaches the product.

The Director leads CRE globally and owns engineering response for strategic customers across our endpoint, data security, email, and network products. The role also owns prevention: finding risk in customer environments before it becomes an incident.

Location: United States (remote or hybrid)
Reports to: Chief Technology Officer Function: Engineering Travel: Up to 25%, domestic and international

This role has three pillars. Strong candidates will be exceptional in at least two.

Customer obsession. You treat a customer's problem as yours until it is solved. You know where each account stands and act before the customer has to ask twice.

Calm under pressure. You stay steady in front of a frustrated executive, a hard deadline, and several internal teams with competing priorities. You lower the temperature, set a plan, and hold people to it.

Deep technical skill with an AI-first mindset. You can read a crash dump, a process trace, or a packet capture and argue root cause with senior engineers. Your first move on a hard problem is to ask how AI can shorten it.

You also work well across teams. CRE succeeds only when Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering pull in the same direction.

• 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.

• 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…