Director – Customer Response Engineering

Trellix

. Lead the global Customer Response Engineering team.

Posted 11/5/2026full-timeRemote • United StatesLead💰 $225,000 - $275,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading technical teams and managing high-stakes customer escalations, with a strong focus on incident response and resolution. Proficient in utilizing AI tools for debugging and triage while ensuring compliance in regulated sectors.

Highest-signal resume keywords

10+ Years In Enterprise Security5+ Years Leading Technical TeamsHands-On Depth In Windows InternalsExperience Leading Major Incident ResponseActive U.S. Security Clearance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ResponseRoot Cause AnalysisWindows InternalsLinuxMacOSNetwork SecurityEmail SecurityAgile Release TrainSite Reliability EngineeringCustomer Reliability Practices

Soft Skills

LeadershipCommunication Under PressureTeam DevelopmentCustomer EngagementFlexibility

Tools & Technologies

AI ToolsTrellixMcAfeeFireEyeDebugging Tools

Industry Keywords

Enterprise ScaleRegulated SectorsGovernmentDefenseFinancial ServicesHealthcare

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

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

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.
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

Comp & perks

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