Escalation Engineer
Core
Escalate and resolve complex technical issues for Illumio's breach containment platform across hybrid multi-cloud environments, acting as the primary contact for high-priority customer incidents.
Role type
Senior Technical Support Engineer (Escalations)
Builds
Production support for ransomware and breach containment platform
Domain
Cybersecurity / Cloud Infrastructure
Deliverable
client delivery
Required skills
Case management, Linux/Windows systems administration, public cloud infrastructure, systems analysis, technical documentation, mentoring
Preferred skills
AIX/Solaris experience, pre-sales support experience
Technologies
Illumio AI Security Graph, Linux, Windows, AIX, Solaris, public cloud services
Responsibilities
Analyze and recommend solutions for complex customer defects, act as primary communication contact for escalated issues, provide technical product support to field engineers, update technical documentation and knowledge base, mentor team members, handle escalations to R&D
Seniority
Senior, hands-on IC