Escalation Engineer

Illumio; Baton Rouge (LA); Remote; USD 143,000 - 172,000; Full time

Job summary

Illumio seeks an Escalation Engineer to maintain its technology deployments while providing top-tier support in a remote setup. The role includes case management, technical problem-solving, and fostering professional customer relationships, making it essential for sustaining operational resilience against cyber threats.

Benefits

Medical, Dental, and Vision Coverage

Retirement Savings and Equity Opportunities

Employee Incentive Program

Paid Parental Leave

Wellness Reimbursement Program

Qualifications

• Experience as a Technical Support Engineer in case and call management.
• Proficiency with Windows and Linux OS.
• Strong verbal and written communication skills.

Responsibilities

• Log and update support cases for customers professionally.
• Analyze problems and recommend technical solutions.
• Interact directly with customers for issue resolution.

Skills

Problem-solving

Communication

Technical support

Attention to detail

Education

Bachelor's degree or equivalent experience

Tools

Windows Operating System

Linux Operating System

Job description

Escalation Engineer

1 day ago Be among the first 25 applicants

Onwards Together!

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.

Location: US East, Remote

Working hours: 9AM to 6PM ET

Onwards Together!

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 Team's Vision:

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.

Your Impact:

• 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
  
  

Your Toolkit:

• 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
• Must be a US Citizen
  
  

Plus Factors:

• 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
  
  

Compensation:

$143,000.00 - $172,000.00

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include 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.

Our Commitment:

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

All official job offers from our company are extended directly by our recruitment team and will be sent through an official DocuSign document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security

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