Senior Escalation Engineer - Remote Cybersecurity Support

Illumio; South Carolina; Híbrido; USD 80.000 - 110.000; Jornada completa

Descripción de la vacante

Illumio is seeking a Technical Support Engineer to join our Support and Services team. You will handle case management, log issues, and provide timely, professional solutions for complex product problems across Windows and Linux environments.

You will work with customers, development, and sales to diagnose issues, escalate to R&D when needed, and contribute to knowledge base updates. Remote role with opportunities to engage global clients and cutting-edge cyber security solutions.

Formación

• Experience as a Technical Support Engineer with case management and call resolution.
• Expertise with Windows and Linux operating systems (AIX and Solaris 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 and strong organizational skills.
• Strong written and verbal communication skills.

Responsabilidades

• Log and update cases, inform customers of status, provide solutions throughout the support lifecycle.
• Analyze problems/defects and recommend solutions; work with customers and internal teams.
• Set customer expectations accurately and manage escalations to R&D as needed.
• Provide technical product support to field engineers and technicians.
• Update knowledge base with insights and fixes.

Conocimientos

Windows OS

Linux OS

Public Cloud

Problem solving

Communication

Teamwork

Herramientas

AIX

Solaris

Descripción del empleo

Illumio is seeking a Technical Support Engineer to join our Support and Services team. You will handle case management, log issues, and provide timely, professional solutions for complex product problems across Windows and Linux environments.

You will work with customers, development, and sales to diagnose issues, escalate to R&D when needed, and contribute to knowledge base updates. Remote role with opportunities to engage global clients and cutting-edge cyber security solutions.