Sr. Escalation Engineer
Illumio · Remote · South Carolina - Remote · Remote - US WEST · Remote - US EAST ·
COMPENSATION
$160k – $192k
Listed on the employer's job board (Ashby)
- Senior Escalation Engineer
- Fully remote (US)
- US Citizenship required
- Zero Trust security
- Windows + Linux
Join Illumio's Support and Services team to protect over one million workloads by containing cyberattacks and ransomware. As a Senior Escalation Engineer, you will manage high-priority cases, analyze system configurations, and provide solutions for hybrid multi-cloud environments.
You will act as the primary contact for critical customer issues, collaborating with Development and Sales teams to isolate problems. This position requires deep technical expertise in operating systems and cloud infrastructure, along with strong communication skills to guide customers through resolution.
What you'll do
- log and update support cases while keeping customers informed of status
- analyze customer systems and configurations to recommend solutions
- collaborate with external customers, support engineers, and R&D teams
- set accurate customer expectations regarding issue resolution timelines
- provide technical support to field engineers for complex product problems
- offer design and reliability feedback to Research and Development
- update technical product documentation and internal knowledge base
- mentor team members and facilitate peer learning sessions
What you'll need
- experience as a Technical Support Engineer in case management
- expertise with Windows and Linux Operating Systems
- experience with public cloud infrastructure and services
- strong organizational and systems analysis skills
- excellent written and verbal communication abilities
- must be a US citizen able to obtain security clearance
Nice to have
- familiarity with Ruby, Python, REST API, or SQL
- experience with KCS and writing knowledge base articles
- public cloud certifications such as AWS or Azure
- knowledge of Container Orchestration like Kubernetes
- experience with LoadBalancers such as F5 or Citrix
- understanding of AIX and Solaris operating systems
Stack
- Illumio AI Security Graph
- Windows
- Linux
- AIX
- Solaris
- AWS
- Azure
- Kubernetes
- OpenShift
- F5
- Citrix
- Ruby
- Python
- SQL
How you'll work
- fully remote position within the United States
- candidates must be US citizens for security clearance
- locations include US East Remote and US West