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Senior Escalation Engineer

3 months ago

New York, United States Illumio Full time

No Agency Submissions Accepted.

In this role you will build on our existing support capability and help to grow our ability to continue delivering world class support to our growing install base.

Every day you will encounter new and complex issues across cutting edge technologies [Containers, IOT, OT], OS [AWS Linux, CENTOS Stream] and bleeding edge datacenter both traditional [Bare Metal & Virtual] or Cloud hosted [AWS, Azure].

To thrive in this role you must have the drive to deliver the best solution in as short a time as possible, never give up, and have the ability to multi-task while maintaining your cool.  Customer satisfaction is in our DNA so knowing how to keep control under high pressure situations is a must. About the Team:

Are you the type of person who enjoys solving technology problems, finding the missing piece of information to drive a solution and is someone who never gives up? If so our Illumio support organization is looking for someone like you to join our world class team. We are committed to delivering exceptional support to our ever-growing install base of global customers spanning the Finance, Legal, pharmaceutical, manufacturing and SaaS space. Our Zero Trust Segmentation Platform plays a critical role in securing critical information, data, and our customers ongoing success so your ability to quickly identify and resolve problems will be key. We are searching for senior support professionals who can demonstrate an ability to think outside of the box whilst working under pressure. Daily you will be working with customers, account teams, and our internal software developers to create solutions that address problems encountered in the field. We can offer you exposure to cutting edge security technology with an exciting company, working alongside like-minded people who enjoy making a difference, sharing their knowledge and experiences, and building something truly great.

Key Responsibilities:

·       As a member of the support team, 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. Analyse problems/defects and recommend solutions.

·       Be able to work closely with external customers, Escalation 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 by interacting with customer and company personnel to isolate and fix product issues.

·       Provide design, reliability and other technical feedback to R&D.

·       Provides updates to technical product documentation as issues are identified and fixed.

·       Creates tests and diagnostic tools to identify and fix recurring issues as well as identifying potential difficulties.

·       Interact with customers directly via email, phone and remote analysis tools. Acting as the primary communication contact dealing with customer issues.  

·       Requirement gathering for new product feature requests from the field.

·       Populate content and updates to the company knowledge base for both internal and external users.

·       Assist our product and account teams when delivering, implementing and testing new product features for specific customers.

·       Assisting internal field teams whenever a pre-sales issue is reported through to engineering.

Experience:

·       Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management.

·       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.

·       Experience working with Linux and Windows operating systems.

Bonus Points:

·       Good understanding of modern programming languages, web services, and databases: Ruby, JavaScript, CSS, Apex, REST API, SQL, etc.

·       An understanding of container technologies.

·       AWS, AZURE, GCP experience.

·       Experience with Solaris, AIX, MACOS

About Illumio:

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.

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. 

Pay Range:

$163,000.00 USD - $195,000.00 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 (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.

Benefits:

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-CW1 #LI-REM