Director – Customer Response Engineering

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $225k - $275k / year

⏰ Full Time

🔴 Lead

🖥 Software Engineer

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Trellix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

🏢 Enterprise

💰 $35M Venture Round on 2000-04

Cybersecurity • Artificial Intelligence • Enterprise

Trellix is a leading cybersecurity company that provides a comprehensive AI-powered security platform. It offers a wide range of products and services including endpoint security, data security, network security, threat intelligence, email security, and cloud security. With advanced threat detection and response capabilities, Trellix empowers security operations centers worldwide to efficiently manage and respond to cyber threats. The company is recognized by key industry analysts as a leader in extended detection and response (XDR) and network detection and response (NDR). Trellix also offers professional services, cybersecurity education, and manages detection and response (MDR) services, ensuring clients are well-protected and informed about the latest cybersecurity threats.

📋 Description

• 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 first engagement through workaround, hotfix, and permanent fix. • Command major customer incidents by assigning roles, running the 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 and test releases before 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 and feed customer feedback into the roadmap. • Run a rotation program bringing 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Social programs • Flexible work hours • Family-friendly benefits • Retirement Plans • Medical, Dental and Vision Coverage • Paid Time Off • Paid Parental Leave • Support for Community Involvement • Annual bonuses • Long-term incentives

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