SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. The Support and Services team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with clients.
As a Senior Escalation Engineer, you will work with industry-leading customers in maintaining Illumio's technology deployments across hybrid multi-cloud environments. You will be responsible for logging and updating support cases, informing customers of case status, and providing solutions in a professional and timely manner throughout the support request lifecycle.
Key responsibilities include:
- Understand customer systems and configurations; analyze problems and defects to recommend solutions
- Work closely 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 for complex problems, interacting with customer and company personnel to isolate and fix issues
- Provide design, reliability, and technical feedback to R&D
- Handle escalations to R&D as needed
- Update technical product documentation as issues are identified and fixed
- Interact with customers directly via email, phone, and remote analysis tools as the primary communication contact
- Populate and update the company knowledge base for internal and external users
- Assist internal field teams with pre-sales issues through engineering
- Mentor team members and provide peer learning and cross-training
You will protect over one million workloads globally and help contain cyberattacks and ransomware before they escalate into disasters. The role emphasizes customer empathy, technical depth, and collaboration across functions.
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 a plus)
- Experience with public cloud infrastructure and services
- Drive to solve practical business problems with client-centric solutions
- High attention to detail
- Strong organizational, problem-solving, and systems analysis skills
- Strong written and verbal communication skills
- Enthusiasm for learning new technologies, applications, and systems
- Self-starter with commitment to learning, customer empathy, and team communication
PLUS FACTORS:
- 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.)
