Senior Escalation Engineer

🔥 0 minutes ago

🌴 South Carolina – Remote

🌴 South Carolina – Remote

💵 $160k - $192k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Illumio

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $225M Series F on 2021-06

Cybersecurity • Enterprise • SaaS

Illumio is a cybersecurity company specializing in Zero Trust Segmentation to prevent breaches and contain ransomware. Renowned as a leader in Microsegmentation Solutions, the company offers products such as Illumio Core, CloudSecure, and Endpoint, which focus on visualizing communications between workloads and establishing segmentation policies to isolate high-value assets. With a strong presence in industries like Banking, Energy, and Government, Illumio emphasizes cloud security and risk reduction. Recognized by both Forrester and Gartner, Illumio stands out for its innovative approach to cybersecurity.

📋 Description

• Maintain Illumio technology deployments for industry-leading customers • Log and update cases, communicate case status, and provide solutions throughout support requests • Understand customer systems and configurations, analyze problems and defects, and recommend solutions • Collaborate with external customers, support engineers, Development, Sales, and other teams • Set customer expectations appropriately and accurately • Provide technical product support to field engineers and technicians for complex product problems • Interact with customers and company personnel to isolate and fix product 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 • Communicate directly with customers via email, phone, and remote analysis tools • Act as the primary communication contact for customer issues • 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

🎯 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 • 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 • Enjoy learning new technologies, applications, and systems • Enthusiastic self-starter with 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 KCS and writing KB articles • Public cloud certification such as AWS or Azure • Experience and/or certification in container orchestration such as Kubernetes or OpenShift • Experience with load balancers such as F5 or Citrix

🏖️ Benefits

• Offers equity • Bonus opportunity • Medical coverage • Dental coverage • 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 • Paid time off • Paid holidays • Employee incentive program