[Remote] Sr. Escalation Engineer at Illumio

Portugal

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€63,000 – €76,000Compensation

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
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
Deep understanding of NF-Tables, IP rule and IPsets
Understanding of PKI / CA
Experience working in the security space
Fluent in English and another European language (Spanish, French, German, Italian, Portuguese)
Plus Factors
Good understanding of modern programming languages, web services, and daemons

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, interacting 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
Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties
Interact with customers directly via email, phone and remote analysis tools, acting as the primary communication contact dealing with customer issues
Gather requirements for new product feature requests from the field
Populate content and updates to the company knowledge base for both internal and external users
Assist product and account teams when delivering, implementing and testing new product features for specific customers
Assist internal field teams whenever a pre-sales issue is reported through to engineering

Skills

Escalation Engineering

Customer Support

Case Management

Problem Analysis

Defect Analysis

Illumio Platform

Zero Trust

Microsegmentation

Hybrid Cloud

Customer Systems Configuration

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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