Illumio · 3 days ago
Sr. Escalation Engineer
Washington, DC
Full-time
Remote
Senior Level
$150K/yr - $180K/yr
Maximize your interview chancesCloud SecurityCyber Security
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Responsibilities
You will work with industry leading customers in maintaining Illumio’s technology deployments
You will be responsible for logging and updating cases, informing customers of the case status and providing solution(s) as they become known, in a professional, timely manner, over the lifetime of the support request
Escalation Engineers need to understand customer systems and configurations. Analyze problems/defects and recommend solutions
Be able to work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions
Ability to set customer expectations appropriately and accurately
Provide technical product support to field engineers and technicians for complex problems on company products. May interact with customer and company personnel to isolate and fix product issues
Provide design, reliability and other technical feedback to R&D
Handle escalations to R&D as needed
Provides updates to technical product documentation as issues are identified and fixed
Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
Populates content and updates to the company knowledge base for both internal and external users
Assists internal field teams whenever a pre-sales issue is reported through to engineering
Mentoring team members and provide Peer Learning and Cross-Training
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
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
Preferred
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, etc.
Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
Experience with LoadBalancers: F5, Citrix, etc.
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
Company
Illumio
Illumio is a provider of a SaaS platform offering automated enforcement against cyberattacks.
Founded in 2013
501-1,000 employees
H1B Sponsorship
Illumio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (22)
2022 (14)
2021 (17)
2020 (29)
Funding
Current Stage
Late StageTotal Funding
$557.5MKey Investors
Thoma BravoJ.P. Morgan Asset ManagementGeneral Catalyst
2021-06-23Series F· $225M
2019-02-07Series E· $65M
2017-06-07Series D· $125M
Leadership Team
Andrew Rubin
Co-Founder and CEO
PJ Kirner
CTO & Founder
Recent News
2024-10-26
2024-10-18
GlobeNewswire
2024-05-23
Company data provided by crunchbase
