Director - Customer Response Engineering

Overview

Lead Trellix's global Customer Response Engineering (CRE) team, which connects the company's most demanding customers directly to engineering. The role owns engineering response for critical customer issues from first contact to permanent fix and owns prevention by finding risk in customer environments before it becomes an incident.

What you'll do

• 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 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 to reproduce issues quickly and 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.

What you'll need

• 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 postmortems.
• Hands-on depth in Windows internals and at least one of Linux or macOS: 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: government, defense, financial services, 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 have

• 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.

Details

• Location: United States (remote or hybrid).
• Reports to the Chief Technology Officer; function is Engineering.
• Travel up to 25%, domestic and international.
• Base pay range $225K-275K, plus possible annual bonuses and long-term incentives.