Sr. Escalation Engineer

September 4

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Illumio

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Illumio, the Zero Trust Segmentation company, stops breaches from spreading across the hybrid attack surface.

501 - 1000

💰 $225M Series F on 2021-06

Description

• 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 • 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.) • Fluent in Spanish or Portuguese

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