Sr. Escalation Engineer

Illumio; New York (NY); Remote; USD 153,000 - 184,000; Full time

Job summary

Join a pioneering cybersecurity firm that is redefining breach containment and operational resilience. As a Senior Escalation Engineer, you will work closely with industry-leading clients, providing critical support and solutions to maintain technology deployments. Your role will involve problem-solving, analyzing customer systems, and collaborating with various teams to enhance service delivery. This is an opportunity to make a significant impact in a dynamic environment that values innovation and customer partnership. If you are passionate about technology and customer success, this role is perfect for you.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Paid Parental Leave

Wellness Program

Retirement Savings

Paid Time Off

Employee Incentive Program

Qualifications

• Experience in Technical Support Engineering with case management.
• Strong problem-solving and systems analysis skills are essential.

Responsibilities

• Provide technical support and solutions to customers regarding product issues.
• Log and update cases while communicating effectively with clients.

Skills

Technical Support Engineering

Windows Operating Systems

Linux Operating Systems

Public Cloud Infrastructure

Problem-Solving Skills

Communication Skills

Attention to Detail

Customer Empathy

Education

Bachelor's Degree in Computer Science or related field

Tools

AWS

Azure

Kubernetes

OpenShift

SQL

Job description

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

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
  
  

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:

$153,000 USD - $184,000 USD

You will work with industry leading customers in maintaining Illumio’s technology deployments

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.

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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