Senior Cybersecurity Engineer
5 days ago
We are seeking a highly skilled Senior Cybersecurity Engineer to join our Support and Services team at Illumio. As a key member of our team, you will play a critical 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, support engineers, development teams, sales teams, 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, serving 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
- 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
- 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
We offer a competitive salary range of $167,000 USD - $200,000 USD, as well as a wide range of benefits to our eligible team members, including medical, dental, and vision coverage, health and dependent savings accounts, life and disability programs, paid parental leave, and more.
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