Sr. Escalation Engineer

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.

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; Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties; Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues; Requirement gathering for new product feature requests from the field; Populates content and updates to the company knowledge base for both internal and external users; Assists product and account teams when delivering and implementing and testing new product features for specific customers; Assists internal field teams whenever a pre-sales issue is reported through to engineering

Requirements

Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management; 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; Deep understanding of NF-Tables, IPrule and IPsets; Understanding of PKI / CA; Experience working in the security space; Fluent in English and another European language (Spanish, French, German, Italian, Portuguese)

Nice to have

Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc.; Experience with knowledge management framework and writing KB articles; Public cloud certification: AWS, Azure, etc.; Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)