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Senior Escalation Engineer

2 months ago

Sunnyvale, California, United States Illumio Full time
About the Role

We are seeking a highly skilled Senior Escalation Engineer to join our team at Illumio. As a key member of our Support and Services team, you will play a crucial role in maintaining our technology deployments and providing exceptional support to our customers.

Key Responsibilities
  • Work with industry-leading customers to maintain Illumio's technology deployments
  • Log and update cases, inform customers of case status, and provide solutions in a professional and timely manner
  • Analyze problems/defects and recommend solutions, understanding customer systems and configurations
  • Collaborate with external customers, other support engineers, Development, Sales, and others to gain knowledge and provide solutions
  • Set customer expectations appropriately and accurately
  • Provide technical product support to field engineers and technicians for complex problems on company products
  • Interact with customers directly via email, phone, and remote analysis tools, acting as the primary communication contact for 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 product and account teams when delivering and implementing new product features for specific customers
  • Assist internal field teams when pre-sales issues are reported through to engineering
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
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

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.

About Illumio

Illumio is a pioneer and market leader of Zero Trust segmentation, preventing breaches from becoming cyber disasters. We protect critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Our team is passionate about developing cutting-edge security solutions that protect the world's most critical assets.

We believe 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.