Sr. Escalation Engineer
Core
Senior escalation engineer providing technical product support, troubleshooting complex issues, and managing escalations for Illumio's breach containment platform across hybrid multi-cloud environments.
Role type
Senior IC technical support/escalation engineer
Builds
Illumio's breach containment platform (microsegmentation)
Domain
Cybersecurity / Cloud Infrastructure
Deliverable
client delivery
Required skills
Technical support case management, Windows/Linux systems administration, public cloud infrastructure knowledge, systems analysis, problem-solving, technical documentation, cross-functional collaboration
Preferred skills
Modern programming languages (Ruby, Python, SQL), REST API, container orchestration (Kubernetes, OpenShift), load balancers (F5, Citrix), KCS methodology, cloud certifications (AWS, Azure)
Technologies
Illumio, AWS, Azure, Kubernetes, OpenShift, F5, Citrix, Ruby, Python, SQL, REST API
Responsibilities
Log and update support cases, analyze customer system configurations and defects, provide technical product support to field engineers, interact with customers and internal teams to resolve issues, provide design feedback to R&D, update technical documentation and knowledge base, mentor team members
Seniority
Senior, hands-on IC