[Remote] Escalation Engineer at Illumio

Utah, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Must be fluent in English and Spanish
Experience as a Technical Support Engineer or similar, with case management and call resolution
Expertise with Windows and Linux operating systems (AIX and Solaris a plus)
Experience with public cloud infrastructure and services
Strong attention to detail and organizational, problem-solving, and systems analysis skills
Strong written and verbal communication skills
Ability to learn new technologies, applications, and systems; enthusiastic self-starter with learning mindset and customer empathy
Ability to set customer expectations appropriately and accurately
Experience with documenting and updating technical content; comfort contributing to knowledge bases
Plus factors: understanding of modern programming languages, web services, and databases (e.g., Ruby, Python, Jupyter Notebook, REST API, SQL)
Plus factors: public cloud certifications (AWS, Azure, GCP)
Plus factors: experience or certification in container orchestration (Kubernetes, OpenShift)
Location flexibility for remote role (Utah, Arizona, Colorado) and willingness to work with multilingual customers

Responsibilities

Log and update customer cases; inform customers of case status and provide solutions as they become known
Understand customer systems and configurations; analyze problems/defects and recommend solutions
Collaborate with external customers, other support engineers, Development, Sales, and others 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 customers and company personnel to isolate and fix product issues
Provide design, reliability, and other technical feedback to R&D; escalate to R&D as needed
Update technical product documentation as issues are identified and fixed
Communicate directly with customers via email, phone, and remote analysis tools
Serve as primary communication contact for customer issues
Populate content and updates to the company knowledge base for internal and external users
Assist internal field teams with pre-sales issues reported through to engineering
Mentor team members and provide peer learning and cross-training

Skills

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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