Senior Escalation Engineer

Summary

Join Illumio's Support and Services team and play a crucial role in the company's success. You will work with industry-leading customers, maintaining Illumio's technology deployments, logging and updating cases, and providing solutions. Responsibilities include analyzing problems, recommending solutions, collaborating with internal and external teams, setting customer expectations, and providing technical product support. You will also contribute to technical documentation, handle escalations, and mentor team members. This role requires experience as a Technical Support Engineer, expertise with Windows and Linux operating systems, and experience with public cloud infrastructure. Strong communication, problem-solving, and organizational skills are essential.

Requirements

• 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
• Be responsible for 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