Remote Senior Escalation Engineer
at Illumio

Summary

Join Illumio's Support and Services team as an Escalation Engineer, working with industry-leading customers to maintain Illumio's technology deployments. You will be responsible for logging and updating cases, informing customers of the case status and providing solution(s) as they become known.

Requirements

• Requires speaking and writing French and English
• Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
• Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)
• 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
• Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
• Populates content and updates to the company knowledge base for both internal and external users
• Assists internal field teams whenever a pre-sales issue is reported through to engineering
• Mentoring team members and provide Peer Learning and Cross-Training

Preferred Qualifications

• Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc
• Experience with KCS and writing KB articles
• Public cloud certification: AWS, Azure, etc
• Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
• Experience with LoadBalancers: F5, Citrix, etc

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