Escalation Engineer
Illumio · Remote · Canada - Remote ·
COMPENSATION
$113k – $135k
Listed on the employer's job board (Ashby)
- Fully remote (Montreal)
- Supports Pacific Time
- English + Spanish/Portuguese
- Escalation Engineer
- Cybersecurity focus
Join the Support and Services team at Illumio, a leader in ransomware and breach containment. You will act as the primary contact for critical customer issues, analyzing defects and providing solutions for hybrid multi-cloud environments.
This position requires fluency in English plus Spanish or Portuguese. You will work remotely from Montreal, Canada, while aligning your schedule with the Pacific Time Zone to support industry-leading clients.
What you'll do
- log and update cases while keeping customers informed of status
- analyze customer systems to identify problems and recommend solutions
- collaborate with Development and Sales to resolve complex issues
- provide technical support to field engineers on product defects
- offer design and reliability feedback to the R&D team
- update technical documentation and internal knowledge base articles
- assist internal teams with pre-sales technical inquiries
- mentor team members through peer learning and cross-training
What you'll need
- experience in technical support with case management skills
- expertise in Windows and Linux operating systems
- familiarity with public cloud infrastructure and services
- strong organizational and systems analysis capabilities
- excellent written and verbal communication skills
- fluency in English and Spanish or Portuguese is required
Nice to have
- knowledge of AIX and Solaris operating systems
Stack
- Illumio AI Security Graph
- Windows
- Linux
- AIX
- Solaris
- Public Cloud
How you'll work
- remote position based in Montreal, Canada
- must support Pacific Time Zone hours