Escalation Engineer

Illumio•Vancouver, BC

5d•CA$113,000 - CA$135,000•Remote

About The Position

Illumio is seeking an Escalation Engineer to join their Support and Services team. This role is crucial for maintaining Illumio's technology deployments with industry-leading customers. The Escalation Engineer will be responsible for logging and updating cases, communicating status to customers, and providing solutions in a timely and professional manner. This role requires a deep understanding of customer systems and configurations, the ability to analyze problems and defects, and recommend solutions. Collaboration with external customers, other support engineers, Development, and Sales teams is essential. The engineer will also be responsible for setting customer expectations, providing technical product support for complex issues, and offering design and reliability feedback to R&D. Handling escalations to R&D, updating technical product documentation, and acting as the primary communication contact for customer issues via email, phone, and remote analysis tools are key responsibilities. Additionally, the role involves populating and updating the company knowledge base and assisting internal field teams with pre-sales issues. Mentoring team members and facilitating peer learning and cross-training are also expected.

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
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

Nice To Haves

AIX and Solaris is a plus

Responsibilities

Work with industry-leading customers in maintaining Illumio’s technology deployments
Log and update cases, inform customers of case status, and provide solutions
Analyze problems/defects and recommend solutions
Work closely with external customers, other support engineers, Development, and Sales
Set customer expectations appropriately and accurately
Provide technical product support to field engineers and technicians for complex problems
Provide design, reliability and other technical feedback to R&D
Handle escalations to R&D as needed
Provide updates to technical product documentation as issues are identified and fixed
Interact with customers directly via email, phone and remote analysis tools
Act as the primary communication contact dealing with customer issues
Populate content and updates to the company knowledge base for both internal and external users
Assist internal field teams whenever a pre-sales issue is reported through to engineering
Mentor team members and provide Peer Learning and Cross-Training