Director - Customer Response Engineering

Trellix

4d • $225,000 - $275,000

About The Position

The Director of Customer Response Engineering (CRE) leads Trellix’s global CRE team and owns engineering response for strategic customers across endpoint, data security, email, and network products. CRE connects demanding customers directly to engineering, managing critical production issues from initial contact through workaround, hotfix, and permanent fix, while ensuring lessons learned inform the product roadmap. The role also owns prevention by identifying risks in customer environments before they become incidents.

The Director hires, develops, and retains senior engineers; sets the technical bar; commands major customer incidents; and serves as a senior technical contact for customer security and IT executives. The role drives blameless root cause analyses and corrective actions, builds and runs a lab to reproduce customer environments and test releases, and holds technical health reviews against agreed response and resolution targets. The Director coordinates across Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering, runs a rotation program for product engineers, applies AI tools to triage and engineering workflows, and reports on response and resolution times, repeat incidents, and customer health.

The role is based in the United States and may be remote or hybrid. It reports to the Chief Technology Officer, is part of Engineering, and requires up to 25% domestic and international travel. Flexibility to work outside standard U.S. hours with global teams and customers, including during critical incidents, is required.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
• Be based in the United States and authorized to work in the U.S.
• 10+ years of experience 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 resolution and retaining the customer.
• Experience leading major incident response with defined roles and structured postmortems.
• Hands-on depth in Windows internals and at least one of Linux or macOS, including drivers, process and DLL behavior, file system and ACL semantics, and system performance.
• Working knowledge of network and email security.
• Experience presenting technical findings to customer executives under pressure.
• Practical use of AI or LLM tools in debugging, triage, or engineering workflows.
• Ability to support customers in regulated sectors, including government, defense, financial services, and healthcare.
• Willingness to travel to customer sites and Trellix offices worldwide.
• Flexibility to work outside standard U.S. hours with global teams and customers, and during critical incidents.

Nice To Haves

• Experience with Trellix, McAfee, or FireEye products, or comparable endpoint, data, email, and network security platforms.
• Experience in air-gapped, on-premises, and hybrid deployments at enterprise scale.
• Experience leading globally distributed teams.
• Experience running a hotfix or sustaining release process alongside an agile release train.
• Background in site reliability engineering or customer reliability practices.
• Active U.S. security clearance, or eligibility to obtain one.

Responsibilities

• Lead the global Customer Response Engineering team; hire, develop, and retain senior engineers and set the technical bar.
• Own engineering response for critical customer issues from initial engagement through workaround, hotfix, and permanent fix.
• Command major customer incidents by assigning roles, running the incident bridge, and keeping customers and executives informed.
• Serve as the senior technical contact for customer security and IT executives.
• Run blameless root cause analyses and track corrective actions until systemic fixes ship.
• Build and run a lab that reproduces customer environments, enabling rapid issue reproduction and release testing before customer deployment.
• Hold regular technical health reviews with customers against agreed response and resolution targets.
• Partner with Technical Support, Customer Success, Product Management, and Engineering to route issues quickly and bring customer feedback to 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.

Benefits

• Retirement plans.
• Medical, dental, and vision coverage.
• Paid time off.
• Paid parental leave.
• Support for community involvement.
• Social programs.
• Flexible work hours.
• Family-friendly benefits.
• Annual bonuses and long-term incentives may be included in compensation, subject to metrics and company policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Director