Escalation Engineer

Illumio, Inc.

Job Overview

Location

Canada - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Illumio, the undisputed leader in ransomware and breach containment, and redefine how organizations protect themselves against cyberattacks and ensure operational resilience. At Illumio, we are at the forefront of cybersecurity innovation, empowering businesses to stop the spread of threats before they escalate into catastrophic disasters. Our cutting-edge breach containment platform, powered by the revolutionary Illumio AI Security Graph, provides unparalleled visibility and control across complex hybrid and multi-cloud environments.
• As an Escalation Engineer, you will be instrumental in maintaining the integrity and effectiveness of Illumio’s advanced technology deployments for our most valued, industry-leading customers. This role is pivotal in ensuring our clients can confidently operate and grow, knowing their critical infrastructure is protected by our robust solutions.
• Your primary responsibility will involve meticulously logging, tracking, and updating support cases. You will be the key point of contact, proactively informing customers about the status of their requests and delivering timely, professional solutions as they become available throughout the entire lifecycle of a support engagement.
• A deep understanding of customer systems and configurations is essential. You will be tasked with analyzing complex technical problems and defects, leveraging your expertise to recommend and implement effective solutions that minimize disruption and maximize uptime for our clients.
• This role demands close collaboration with a diverse range of stakeholders. You will work hand-in-hand with external customers, fellow support engineers, our Development teams, Sales representatives, and other internal departments as needed. This collaborative approach is crucial for knowledge sharing and the swift resolution of intricate issues.
• A critical aspect of your role will be the ability to set and manage customer expectations accurately and professionally. By providing clear, realistic timelines and communication, you will build trust and ensure a positive support experience, even in challenging situations.
• You will provide high-level technical product support to our field engineers and technicians, tackling complex problems that arise with Illumio’s products. This may involve direct interaction with customer and company personnel to precisely isolate and resolve product issues, ensuring minimal impact on their operations.
• Your insights will be invaluable to our Research and Development (R&D) teams. You will provide critical feedback on product design, reliability, and performance, directly influencing the future direction and enhancement of Illumio's offerings.
• You will be empowered to handle escalations to our R&D teams when necessary, acting as a bridge between customer-reported issues and the engineering teams responsible for product development. This ensures that complex, systemic problems receive the attention they deserve.
• Contributing to the continuous improvement of our product documentation is a key responsibility. As issues are identified and resolved, you will update technical documentation, ensuring that our knowledge base remains current, accurate, and a valuable resource for both internal teams and external users.
• You will engage directly with customers through various channels, including email, phone, and remote analysis tools. As the primary communication contact for customer issues, you will be the trusted voice of Illumio support, demonstrating empathy, technical prowess, and a commitment to resolution.
• You will actively populate and update our company knowledge base, creating and refining content that benefits both internal support staff and external customers. This proactive knowledge sharing is vital for scaling our support capabilities and empowering self-service.
• You will also play a supportive role for our internal field teams, assisting them whenever a pre-sales issue is reported and requires engineering input. Your expertise will help ensure that potential customers understand the full capabilities and implementation of Illumio’s solutions.
• Furthermore, you will contribute to the growth and development of your colleagues by mentoring team members, facilitating peer learning, and actively participating in cross-training initiatives. Sharing your knowledge and experience is integral to the team's collective success and continuous improvement.
• This role requires fluency in English and either Spanish or Portuguese, enabling effective communication with a diverse global customer base. The position is remote, based in Canada, with specific location preferences in Vancouver, Edmonton, or Calgary.

🎯 Requirements

• Proven experience as a Technical Support Engineer with a strong understanding of Support and Services functions, including case management and call resolution management.
• Expertise in Windows and Linux Operating Systems; experience with AIX and Solaris is considered a significant advantage.
• Demonstrated experience with public cloud infrastructure and services (e.g., AWS, Azure, GCP).
• Fluency in English and either Spanish or Portuguese is a mandatory requirement.

🏖️ Benefits

• Competitive salary and comprehensive benefits package.
• Opportunity to work with a leading cybersecurity company and cutting-edge technology.
• Professional development and continuous learning opportunities.
• Remote work flexibility within Canada.

Skills & Technologies

Python

Ruby

AWS

Azure

GCP

Remote

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Illumio, Inc.

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About Illumio, Inc.

Illumio, Inc. provides zero-trust segmentation software that stops breaches from spreading across hybrid-cloud data centers and endpoints. Its platform maps application dependencies, then enforces workload-to-workload communication rules on servers, VMs, containers and bare-metal in real time without network changes. Organizations use Illumio to visualize traffic flows, ring-fence critical assets and meet regulatory mandates. Founded in 2013, the company serves Fortune 500 enterprises and federal agencies from headquarters in Sunnyvale, California.

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