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Sr. Escalation Engineer

2 months ago

Sunnyvale, United States Illumio Full time
No Agency Submissions Accepted.
Location: Hybrid, Sunnyvale, California (in office 3 days a week)

We are open to remote individuals in the Western United States region.
Onwards Together

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world's leading organizations to strengthen their cyber resiliency and reduce risk.

Illuminate the future with Illumio and join a team that's passionate about developing cutting-edge security solutions that protect the world's most critical assets.
Our Team's Vision:

Our Support and Services team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they escalate into disasters.

What sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructures are set up for success every step of the way.
Your Impact:
  • You will work with industry leading customers in maintaining 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, 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
Your Toolkit:
  • 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
Plus Factors:
  • 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

Compensation:

$ 167,000 USD - $ 200,000 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include 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. #LI-AF1 #LI-HYBRID

Our Commitment:

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.