Director - Customer Response Engineering

Role overview

Lead a global customer response engineering function that connects strategic customers with engineering when serious production issues arise. The team owns incidents through investigation and permanent resolution, feeds lessons back into product development, and identifies customer environment risks before they become incidents. The scope spans endpoint, data security, email, and network products.

Responsibilities - Lead customer response engineering globally and set clear ownership for critical customer issues. - Coordinate investigations across engineering and other teams, keeping customers informed and driving issues through to resolution. - Identify patterns in incidents and make sure findings inform product improvements. - Develop proactive ways to spot risks in customer environments before they cause disruption. - Build trusted relationships with strategic customers and provide steady leadership during high-pressure situations.

Requirements - Strong technical judgment and the ability to investigate complex product issues. - A customer-first approach, with persistence in resolving problems and anticipating account needs. - Composure and clear communication when handling urgent issues, executive stakeholders, and competing priorities. - An AI-first mindset, as well as the ability to translate customer problems into useful engineering action. - Exceptional capability in at least two of the role’s three core areas: customer focus, calm leadership under pressure, and deep technical skill.

Benefits and work setup - United States-based remote or hybrid work. - Domestic and international travel of up to 25%. - Benefits include dental and vision coverage, paid time off, paid parental leave, and community involvement support.