[Remote] Escalation Engineer at Illumio

Hawaii, United States

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$132,000 – $158,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

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
Candidate must reside in Hawaii
Ability to work Sunday through Thursday, 3:00 PM to 12:00 AM Hawaii Standard Time (HST)

Responsibilities

Work with industry leading customers in maintaining Illumio’s technology deployments
Log and update cases, inform customers of the case status and provide solution(s) as they become known, in a professional, timely manner, over the lifetime of the support request
Understand customer systems and configurations
Analyze problems/defects and recommend solutions
Work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions
Set customer expectations appropriately and accurately
Provide technical product support to field engineers and technicians for complex problems on company products
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
Provide updates to technical product documentation as issues are identified and fixed
Interact with customers directly via email, phone and remote analysis tools
Act as the primary communication contact dealing with customer issues
Populate content and updates to the company knowledge base for both internal and external users
Assist internal field teams whenever a pre-sales issue is reported through to engineering
Mentor team members and provide Peer Learning and Cross-Training

Skills

Key technologies and capabilities for this role

IllumioZero TrustMicrosegmentationCybersecurityRansomware ContainmentBreach ContainmentCustomer SupportCase ManagementTroubleshootingSystem AnalysisHybrid CloudMulti-CloudAI Security

Questions & Answers

Common questions about this position

What is the salary range for the Escalation Engineer position?

The salary range is $132K - $158K.

Is this Escalation Engineer role remote, and what are the location requirements?

The role is remote, but the candidate must reside in Hawaii and work Sunday through Thursday from 3:00 PM to 12:00 AM HST.

What key skills are required for the Escalation Engineer role?

Key skills include understanding customer systems and configurations, analyzing problems and recommending solutions, working closely with customers and teams, providing technical support for complex issues, and handling escalations to R&D.

What is the company culture like for the Support and Services team at Illumio?

The team focuses on seamless deployments, trusted client partnerships, tackling meaningful challenges, and providing personalized support with a precise product portfolio, fostering customer loyalty and success.

What makes a strong candidate for the Escalation Engineer position?

Strong candidates can analyze complex problems, communicate professionally with customers via email, phone, and remote tools, collaborate across teams including R&D and Sales, handle escalations effectively, and contribute to knowledge base updates and mentoring.

Illumio

Cybersecurity solutions for data protection

About Illumio

Illumio provides cybersecurity solutions for large enterprises, focusing on data protection and network security. Its main product, the Adaptive Security Platform (ASP), uses micro-segmentation to divide networks into smaller sections, which helps prevent the spread of cyber threats. The company operates on a subscription-based model, allowing clients to access its services continuously. Illumio aims to ensure comprehensive protection for data centers and cloud environments.

Sunnyvale, CaliforniaHeadquarters

2013Year Founded

$542.5MTotal Funding

SERIES_FCompany Stage

CybersecurityIndustries

501-1,000Employees

Benefits

HSA

Health Reimbursement Account

Wellness Program

Fitness Subsidies

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-Term Disability

Long-Term Disability

FSA

Leave of Absence

Paid Holidays

Unlimited Vacation

Paid Family Leave

Paid Vacation

Personal/Sick Days

Company Equity

401(k)

Performance Bonus

Promote from Within

Lunch and Learns

Work Visa Sponsorship

Leadership Training Program

Commuter Benefits Program

Casual Dress

Pet-Friendly Office

Happy Hours

Snacks

Some Meals Provided

Diversity, Equity, and Inclusion Program

Flexible Work Hours

Remote Work Opportunities

Hybrid Work Opportunities

On-Site Cafeteria

Work-From-Home Stipend

Risks

Competitors' rapid adoption of AI-driven solutions could erode Illumio's market share.

Complex hybrid environments may challenge Illumio's integration and performance.

Global cybersecurity skills shortage could hinder Illumio's operational scaling.

Differentiation

Illumio specializes in adaptive security solutions for large enterprises.

The company offers a unique micro-segmentation approach to limit breach spread.

Illumio's Adaptive Security Platform provides comprehensive visibility and encryption.

Upsides

AI-driven automation in cybersecurity is gaining traction, benefiting Illumio's offerings.

Demand for Zero Trust architecture is increasing, aligning with Illumio's solutions.

Global micro-segmentation market is expected to grow significantly, boosting Illumio's prospects.

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