Director – Customer Response Engineering

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the global Customer Response Engineering team.

• Recruit, mentor, and retain senior engineers while establishing high technical standards.

• Take ownership of engineering responses for critical customer issues from initial engagement to workaround, hotfix, and permanent solutions.

• Manage significant customer incidents by assigning roles, facilitating communication, and keeping both customers and executives updated.

• Act as the primary technical liaison for customer security and IT executives.

• Conduct blameless root cause analyses and monitor corrective actions until systemic improvements are implemented.

• Develop and maintain a lab that replicates customer environments and tests releases prior to deployment.

• Conduct regular technical health assessments with customers based on agreed-upon response and resolution objectives.

• Collaborate with Technical Support, Customer Success, Product Management, and Engineering to address issues and integrate customer feedback into the roadmap.

• Implement a rotation program that brings product engineers into the Customer Response Engineering team.

• Leverage AI tools for triage, root-cause analysis, and the development of fixes.

• Provide reports on response and resolution times, recurring incidents, and overall customer health.

⛳️ Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical discipline.

• Must be based in the United States and authorized to work in the U.S.

• Over 10 years of experience in enterprise security or infrastructure roles, including engineering, sustaining or escalation engineering, professional services, or advanced technical support.

• More than 5 years of experience leading technical teams comprising senior individual contributors.

• Proven track record of managing high-stakes customer escalations through to resolution while maintaining customer relationships.

• Experience in leading major incident responses with clearly defined roles and structured postmortems.

• In-depth hands-on knowledge of Windows internals and at least one of Linux or macOS, including drivers, process and DLL behavior, file system and ACL semantics, and system performance.

• Familiarity with network and email security concepts.

• Ability to present technical findings to customer executives effectively under pressure.

• Practical experience using AI or LLM tools in debugging, triage, or engineering processes.

• Capability to support customers in regulated industries such as government, defense, financial services, and healthcare.

• Willingness to travel to customer locations and Trellix offices globally.

• Flexibility to work outside standard U.S. hours with international teams and customers, particularly during critical incidents.

• Experience with Trellix, McAfee, or FireEye products, or similar endpoint, data, email, and network security solutions.

• Familiarity with air-gapped, on-premises, and hybrid deployments at an enterprise scale.

• Experience managing globally distributed teams.

• Experience executing a hotfix or sustaining release process in conjunction with an agile release cycle.

• 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