Illumio is hiring a
Escalation Engineer

Summary

Join Illumio's Support and Services team as an Escalation Engineer, working with industry-leading customers to maintain technology deployments, provide technical product support, and contribute to the development of cutting-edge security solutions.

Requirements

• Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
• Experience with public cloud infrastructure and services
• A drive to solve practical business problems with client-centric solutions
• A high attention to detail
• Strong organizational, problem-solving and systems analysis skills
• Strong written and verbal communication skills
• Enjoy learning new technologies, applications, and systems
• An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication

Responsibilities

• Work with industry leading customers in maintaining Illumio’s technology deployments
• Logging and updating cases, informing customers of the case status and providing solution(s) as they become known, in a professional, timely manner, over the lifetime of the support request
• Escalation Engineers need to understand customer systems and configurations. Analyze problems/defects and recommend solutions
• Be able to work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions
• Ability to set customer expectations appropriately and accurately
• Provide technical product support to field engineers and technicians for complex problems on company products. May interact with customer and company personnel to isolate and fix product issues
• Provide design, reliability and other technical feedback to R&D
• Handle escalations to R&D as needed
• Provides updates to technical product documentation as issues are identified and fixed
• Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties
• Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
• Requirement gathering for new product feature requests from the field
• Populates content and updates to the company knowledge base for both internal and external users
• Assists product and account teams when delivering and implementing and testing new product features for specific customers
• Assists internal field teams whenever a pre-sales issue is reported through to engineering

Preferred Qualifications

• Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc
• Experience with knowledge management framework and writing KB articles
• Public cloud certification: AWS, Azure, etc
• Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
• Fluent in Spanish or Portuguese

Benefits

• Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts
• Life and Disability Programs
• Paid Parental Leave
• Voluntary Benefit Programs
• Company Sponsored Wellness Program
• Wellness Reimbursement Program
• Retirement Savings
• Equity Opportunities
• Paid time off and Paid Holidays
• Employee Incentive Program