{"id":3846309,"url":"https://alion.io/job/trellix-director-customer-response-engineering","title":"Director - Customer Response Engineering","company":{"id":42946,"name":"Trellix","domain":"trellix.com","url":"https://alion.io/company/trellix","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":19,"ghost_share":0,"stale_share":0.789,"repost_share":0.053,"time_to_fill_p50_days":36,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":225000,"max":275000,"currency":"USD","period":"year","gross":null,"usd_annual":275000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"LLM","optional":false},{"name":"Windows","optional":false},{"name":"SRE","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T02:59:33Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Title:\nDirector - Customer Response EngineeringAbout Trellix \nTrellix 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.\nRole Overview:\nCustomer 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.\nLocation: United States (remote or hybrid) Reports to: Chief Technology Officer Function: Engineering Travel: Up to 25%, domestic and international\nAbout the Role\nThis role has three pillars. Strong candidates will be exceptional in at least two.\nCustomer 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.\nCalm 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.\nDeep 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.\nYou also work well across teams. CRE succeeds only when Technical Support, Customer Success, Sales Engineering, Product Management, and Engineering pull in the same direction.\nWhat You Will Do\nLead the global CRE team. Hire, develop, and retain senior engineers, and set the technical bar.\nOwn engineering response for critical customer issues, from first engagement through workaround, hotfix, and permanent fix.\nCommand major customer incidents: assign roles, run the bridge, and keep the customer and our executives informed.\nServe as the senior technical contact for customer security and IT executives.\nRun blameless root cause analyses and track corrective actions until the systemic fix ships.\nBuild and run a lab that reproduces customer environments. Use it to reproduce issues quickly and to test releases before customers deploy them.\nHold regular technical health reviews with customers against agreed response and resolution targets.\nPartner with Technical Support, Customer Success, Product Management, and Engineering so issues reach the right engineer fast and customer feedback reaches the roadmap.\nRun a rotation program that brings product engineers into CRE.\nUse AI tools in triage, root-cause analysis, and fix development.\nReport on response and resolution times, repeat incidents, and customer health.\nAbout You\nBachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.\nBased in the United States and authorized to work in the U.S.\n10+ years in enterprise security or infrastructure across engineering, sustaining or escalation engineering, professional services, or advanced technical support.\n5+ years leading technical teams, including senior individual contributors.\nA record of owning high-stakes customer escalations through to resolution and retaining the customer.\nExperience leading major incident response with defined roles and structured postmortems.\nHands-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.\nWorking knowledge of network and email security.\nExperience presenting technical findings to customer executives under pressure.\nPractical use of AI or LLM tools in debugging, triage, or engineering workflows.\nAbility to support customers in regulated sectors: government, defense, financial services, healthcare.\nWillingness to travel to customer sites and Trellix offices worldwide.\nFlexibility to work outside standard U.S. hours with global teams and customers, and during critical incidents.\nPreferred Qualifications\nExperience with Trellix, McAfee, or FireEye products, or comparable endpoint, data, email, and network security platforms.\nExperience in air-gapped, on-premises, and hybrid deployments at enterprise scale.\nExperience leading globally distributed teams.\nExperience running a hotfix or sustaining release process alongside an agile release train.\nBackground in site reliability engineering or customer reliability practices.\nActive U.S. security clearance, or eligibility to obtain one.\nHow Success Is Measured\nResponse and resolution times against agreed customer targets.\nMean time to root cause.\nRepeat incident rate.\nCorrective actions closed on schedule.\nStrategic customer retention and satisfaction.\nBase 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.\nCompany Benefits and Perks:\nWe 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.\nRetirement Plans\n\nMedical, Dental and Vision Coverage\n\nPaid Time Off\n\nPaid Parental Leave\n\nSupport for Community Involvement\n\nWe're serious about ourcommitment 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.\nOur Commitment to You:\nAt 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.\nTrellix 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.\nTrellix 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.\nIf you have questions or believe you may have encountered fraudulent activity related to Trellix recruiting, please contact us .","description_format":"text","description_chars":8200,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual bonuses","Flexible schedule","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Cloud Security","Threat Intelligence","Security Operations"],"lifecycle":[{"event":"open","at":"2026-11-06T00:53:11Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":36,"reasons":["conf:2","stale_co","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":275000,"is_top_pay":true},"html_url":"https://alion.io/job/trellix-director-customer-response-engineering","json_url":"https://alion.io/job/trellix-director-customer-response-engineering.json","meta":{"generated_at":"2026-11-07T11:44:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":3865,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":42946},"rest":"https://alion.io/mcp/rest/get_company?id=42946"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftrellix-director-customer-response-engineering"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftrellix-director-customer-response-engineering"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftrellix-director-customer-response-engineering"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/trellix-director-customer-response-engineering\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftrellix-director-customer-response-engineering"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3846309}},{"tool":"search_jobs","arguments":{"company":"trellix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3846309},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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