Director - Customer Response Engineering

Role overview

Lead a global customer response engineering function that owns critical technical issues for strategic enterprise customers, from initial investigation through a lasting product fix. The role spans security products across endpoint, data, email, and network areas, and combines incident leadership, deep technical troubleshooting, team development, and prevention of recurring problems. You will also help ensure customer issues and lessons inform product engineering and future releases.

Responsibilities

- Hire, develop, and retain senior engineers while setting the team’s technical standards and direction. - Lead critical customer incidents, coordinate response teams, manage incident bridges, and keep customer and executive stakeholders informed. - Direct investigations from workaround through hotfix and permanent resolution, then run blameless root cause reviews and track corrective actions. - Build and maintain a lab that reproduces customer environments and supports rapid issue reproduction and release testing. - Partner with support, customer success, product, and engineering teams to route issues quickly and carry customer feedback into product planning. - Monitor response and resolution performance, repeat incidents, corrective action completion, and customer health; use AI tools in triage, analysis, and fix development.

Requirements

- Bachelor’s degree in computer science, computer or electrical engineering, or a related technical field. - At least 10 years in enterprise security or infrastructure in engineering, sustaining or escalation engineering, professional services, or advanced technical support. - At least 5 years leading technical teams. - Strong technical investigation skills, including the ability to analyze crash dumps, process traces, or packet captures and work through root cause with senior engineers. - Ability to lead high-pressure customer incidents, communicate effectively with executives, and coordinate across technical and business teams. - Based in the United States and authorized to work there.

Nice to have

Experience with security products spanning endpoint, data, email, or network; familiarity with site reliability or customer reliability practices; and an active U.S. security clearance or eligibility to obtain one.

Benefits and work setup

U.S.-based remote or hybrid role with up to 25% domestic and international travel. The listed base pay range is $225,000–$275,000, with potential bonus and long-term incentives. Benefits include medical, dental, and vision coverage, retirement plans, paid time off, paid parental leave, flexible hours, and community involvement programs.