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Added 1 min ago
Senior Cloud Security Engineer
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· Support audit, regulatory, customer assurance, and risk assessment activities with accurate technical evidence.
Added 18 mins ago
Wi-Fi Engineer, Hardware Reliability (Starlink)
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Sr Quality Technician
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Added 33 mins ago
Senior Product Manager, Data Platform
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Inside Presales Systems Engineer
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Full Stack Engineer – AI Healthcare
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AI Chat R&D Trainee - Full-Stack Engineer (Go Backend) - Bilingual Mandarin
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AI SEO R&D Trainee - Full-Stack Engineer (Go Backend) - Bilingual Mandarin
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Loyalty & Referrals R&D Trainee - Full-Stack Engineer - Bilingual Mandarin
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Production bug fixes and data support for enterprise customers take up a full engineer's time today. As an R&D Trainee, you'll own much of this work, learning our systems from the inside,…
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Principal Software Engineer - Full Stack
CVector - Industrial AI
Remote, United States
- $150,000 to $175,000 USD / year
As a Principal Full Stack Software Engineer, you will own the technical direction of CVector’s customer-facing platform end to end - from the real-time data visualization and AI-driven…
Added 1 hour ago
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Principal Software Engineer - Backend & AI Infra
CVector - Industrial AI
Remote, United States
- $150,000 to $175,000 USD / year
As a Principal Software Engineer - Backend & AI Infra focus, you will play a critical role in evolving CVector’s core backend platform. You will work on time-series data systems,…
Added 1 hour ago
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Senior Software Engineer - Backend & AI Infra
CVector - Industrial AI
Remote, United States
- $125,000 to $150,000 USD / year
As a Senior Software Engineer - Backend & AI Infra focus, you will play a critical role in evolving CVector’s core backend platform. You will work on time-series data systems, AI-assisted…
Added 1 hour ago
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Senior Software Engineer - Full Stack
CVector - Industrial AI
Remote, United States
- $125,000 to $150,000 USD / year
…position expects traveling 10-15% of the time per month to customer sites. CVector has customers across the United States and operates real-world systems in demanding industrial…
Added 1 hour ago
Senior Software Engineer
BAE Systems
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We are looking for a Senior Software Engineer to participate in Electronic Systems development programs at any of the locations listed above. As a Senior Software Engineer, you will be a…
Added 1 hour ago
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IT HelpDesk Tier 2 - AZ
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Remote, United States
- $55,000 to $75,000 USD / year
CubX Inc. is a fast-growing managed service provider (MSP) delivering modern, secure IT services and support to business clients nationwide. As an IT Support Engineer (Tier 2), you will…
Added 1 hour ago
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Principal Software Engineering - Reliability and FinOps Engineer
AT&T
Middletown, NJ
- $155,400 to $261,100 USD / year
…Reliability & FinOps Engineering, our purpose is to elevate the customer experience by strengthening the reliability and resiliency of critical systems, maximizing the value of technology…
Added 1 hour ago
Munitions Engineer
CACI International
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CACI is seeking an Engineer to provide munition acquisition on technical support to the U.S. Navy Conventional Ammunition
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Senior Specialist, Environmental Health & Safety 1
L3Harris
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Azure Cloud Engineer / Cloud Infrastructure Architect
Bucher & Christian Consulting Inc.
Jersey City, NJ
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Job Title: Azure Cloud Engineer / Cloud Infrastructure Architect - Terraform & Security
Added 1 hour ago
Senior Quality Engineer
Pearson
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Together, these platforms support the assessment journey from exam creation to exam delivery, making quality engineering critical to both customer success and candidate experience.
Added 1 hour ago
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Remote Design Engineer
GPAC
Fort Worth, TX
- $70,000 to $130,000 USD / year
Job Summary: The Metal Building Design Engineer is responsible for the structural design, analysis, and optimization of pre-engineered metal buildings to ensure compliance with industry…
Added 1 hour ago
Software Engineer, Infrastructure & Reliability
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Remote, United States
This is not a pure DevOps support role. You'll write code, improve systems, design deployment paths, harden production, and build the internal platform that lets CrewAI scale and scale our…
Added 1 hour ago
Forward Deployed Engineer - (East coast based)
CrewAI
Remote, United States
The Forward Deployed Engineer (FDE) at CrewAI is a pivotal, customer-facing role that bridges the gap between our cutting-edge AI technology and our clients' specific needs. We are looking…

Closed listing

Trellix

Director - Customer Response Engineering

Trenton, NJ, United States

Base Pay Range: $225K-275K.

This opening has closed.

The original listing is kept below for reference.

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Job details

Pay: Base Pay Range: $225K-275K.
Posting language: English
Posted: Nov 6, 2026

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Original job description

Archived listing. The details below describe a past opening.

Remote United States

Full time

JR0038099

Job Title:

Director - Customer Response Engineering

About Trellix

Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape. Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact. Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set. Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. More at https://trellix.com .

Role Overview:

Customer Response Engineering (CRE) connects Trellix's most demanding customers directly to engineering. When a critical issue hits a customer's production environment, CRE owns it from first contact to permanent fix, and makes sure the lesson reaches the product.

The Director leads CRE globally and owns engineering response for strategic customers across our endpoint, data security, email, and network products. The role also owns prevention: finding risk in customer environments before it becomes an incident.

Location: United States (remote or hybrid) Reports to: Chief Technology Officer Function: Engineering Travel: Up to 25%, domestic and international

About the Role

This role has three pillars. Strong candidates will be exceptional in at least two.

Customer obsession. You treat a customer's problem as yours until it is solved. You know where each account stands and act before the customer has to ask twice.

Calm under pressure. You stay steady in front of a frustrated executive, a hard deadline, and several internal teams with competing priorities. You lower the temperature, set a plan, and hold people to it.

Deep technical skill with an AI-first mindset. You can read a crash dump, a process trace, or a packet capture and argue root cause with senior engineers. Your first move on a hard problem is to ask how AI can shorten it.

You also work well across teams. CRE succeeds only when Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering pull in the same direction.

What You Will 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 our 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. Use it to reproduce issues quickly and to 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.

About You

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.

Preferred Qualifications

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.

How Success Is Measured

Response and resolution times against agreed customer targets.
Mean time to root cause.
Repeat incident rate.
Corrective actions closed on schedule.
Strategic customer retention and satisfaction.

Base Pay Range: $225K-275K. Actual base pay within this range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy .

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Our Commitment to You:

At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.

Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information - such as your date of birth, Social Security number, or national ID number - during the interview process.

Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.

If you have questions or believe you may have encountered fraudulent activity related to Trellix recruiting, please contact us at ethics@trellix.com .

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