Escalation Engineer

📋 Description

• • As an Escalation Engineer at Illumio, you will play a critical role in maintaining the company’s breach containment platform by supporting industry-leading customers in resolving complex technical issues related to ransomware and cyberattack containment, directly contributing to operational resilience for global enterprises.
• • Your day-to-day responsibilities include logging and updating support cases, communicating case status and solutions to customers, analyzing problems and defects in customer systems, collaborating with Development, Sales, and field teams, setting accurate customer expectations, providing technical feedback to R&D, handling escalations, updating technical documentation, contributing to the internal and external knowledge base, assisting with pre-sales issues, and mentoring team members through peer learning and cross-training.
• • You will join Illumio’s Support and Services team, a mission-driven group focused on delivering personalized, expert support for Illumio’s Zero Trust and microsegmentation platform, which protects over one million workloads globally and is recognized as a Leader in the Forrester Wave™ for Microsegmentation.
• • In this role, you will deepen your expertise in hybrid multi-cloud environments, Windows/Linux systems administration, public cloud infrastructure, and technical support processes while developing strong customer advocacy, cross-functional collaboration, and problem-solving skills that advance your career in enterprise cybersecurity support.