Illumio is seeking an Escalation Engineer to join our Support & Services team. You will provide expert technical support and manage escalations for our breach containment platform, working directly with leading industry customers to deploy, operate, and maintain Illumio technology. This role requires close collaboration with customers, fellow engineers, and development teams.
What You'll Do
- Work with leading industry customers to deploy, operate, and maintain Illumio technology.
- Open, update, and professionally manage support cases, providing solutions promptly.
- Analyze problems within customer environments and propose effective solutions.
- Collaborate closely with customers, support engineers, development, and sales teams.
- Accurately set and manage customer expectations throughout the support process.
- Provide technical support for complex problems, collaborating on root cause isolation and correction.
- Deliver technical feedback on design and reliability to R&D and escalate issues as needed.
- Update technical documentation and create diagnostic tools to prevent recurrence.
- Serve as the primary customer contact point via email, phone, and remote analysis.
- Collect requirements for new feature requests and create knowledge base articles.
- Support the provision, implementation, and testing of new features for specific customers.
- Assist internal field teams with pre-sales stage technical challenges.
What We're Looking For
- Experience as a Technical Support Engineer, including case management and call resolution.
- Experience with public cloud infrastructure and services.
- Customer-centric mindset with practical problem-solving skills and high attention to detail.
- Strong organizational, problem-solving, and system analysis abilities.
- Excellent written and verbal communication skills.
- Desire to learn new technologies, initiative, customer empathy, and team collaboration.
- Deep understanding of NF-Tables, IPrule, and IPsets.
- Understanding of PKI/CA.
- Experience in the security field.
- Bilingual proficiency in Japanese and English.
Nice to Have
- Understanding of Ruby, Python, Jupyter Notebook, REST API, or SQL.
- Experience with knowledge management frameworks and creating KB articles.
- Public cloud certification (e.g., AWS, Azure).
- Experience or certification in container orchestration (Kubernetes, OpenShift).
Technical Stack
- Networking: NF-Tables, IPrule, IPsets
- Security: PKI/CA
- Languages & Tools: Ruby, Python, Jupyter Notebook, REST API, SQL
- Cloud & Platforms: AWS, Azure, Kubernetes, OpenShift
Team & Environment
You will be part of the Support & Services team, working collaboratively across functions to ensure customer success.
Work Mode
This is a remote position.
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.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.
