Senior Escalation Engineer - Cybersecurity Support (Remote)

Illumio; Orangeburg (SC); Remote; USD 90,000 - 120,000; Full time

Job summary

Illumio is seeking a Technical Support Engineer to join our Support and Services team. You will manage cases, communicate with customers, and provide solutions across hybrid multi-cloud environments, ensuring ransomware containment and operational resilience.

The role requires experience with Windows and Linux, familiarity with cloud platforms, and a customer-centric mindset. Candidates must be U.S. citizens and able to obtain security clearance. Remote US-based work is supported.

Qualifications

• Experience as a Technical Support Engineer supporting a Services function with case management and call resolution.
• Proficiency with Windows and Linux operating systems; knowledge of AIX and Solaris is a plus.
• Experience with public cloud infrastructure and services; ability to learn new technologies quickly.
• Strong written and verbal communication skills and client-centric problem solving.

Responsibilities

• Log and update cases, inform customers of status, and provide solutions throughout the support lifecycle.
• Escalate issues to R&D as needed and work with cross-functional teams to resolve complex problems.
• Engage with customers via email, phone, and remote tools as the primary contact for issues.
• Contribute to design, reliability feedback to R&D, and update technical documentation.

Skills

Technical Support

Windows OS

Linux OS

Public Cloud

Customer communication

Attention to detail

Team collaboration

Problem solving

Tools

KCS

KB articles

Cloud platforms (AWS/Azure)

Job description

Illumio is seeking a Technical Support Engineer to join our Support and Services team. You will manage cases, communicate with customers, and provide solutions across hybrid multi-cloud environments, ensuring ransomware containment and operational resilience.

The role requires experience with Windows and Linux, familiarity with cloud platforms, and a customer-centric mindset. Candidates must be U.S. citizens and able to obtain security clearance. Remote US-based work is supported.