Escalation Engineer

Illumio • UT

88d

About The Position

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. Our Support and Services team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they escalate into disasters. What sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructures are set up for success every step of the way.

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 is a plus).
• 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

• Good 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, GCP.
• Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.).
• Experience with LoadBalancers: F5, Citrix, etc.

Responsibilities

• Work with industry leading customers in maintaining Illumio’s technology deployments.
• Log and update cases, inform customers of the case status and provide solutions as they become known, in a professional, timely manner.
• Understand customer systems and configurations, analyze problems/defects and recommend solutions.
• Work closely with external customers, other support engineers, Development, Sales and others as needed.
• Set customer expectations appropriately and accurately.
• Provide technical product support to field engineers and technicians for complex problems on company products.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Number of Employees: 501-1,000 employees