Director - Customer Response Engineering
Core
Lead global Customer Response Engineering (CRE) to own engineering response for critical customer issues across endpoint, data, email, and network security products, ensuring lessons reach the product.
Role type
Director, Customer Response Engineering (Strategic IC + Team Lead)
Builds
Production fixes, hotfixes, and systemic improvements for enterprise security platforms
Domain
Cybersecurity (Endpoint, Data, Email, Network) + AI-driven threat response
Deliverable
production ML models | product features
Required skills
Enterprise security engineering, incident command, root cause analysis, Windows internals, Linux/macOS internals, network security, email security, AI/LLM tooling, global team leadership, executive communication
Preferred skills
Air-gapped/hybrid deployment experience, SRE practices, hotfix/release process leadership, global distributed team management, active US security clearance
Technologies
Windows, Linux, macOS, AI/LLM tools, Endpoint security platforms, Network security tools
Responsibilities
Lead global CRE team hiring and development; Own engineering response for critical customer issues; Command major customer incidents; Run blameless root cause analyses; Build and run customer environment labs; Partner with Product and Engineering to close feedback loops; Report on response metrics and customer health
Seniority
Director, strategic leadership with hands-on technical depth
