Escalation Engineer
Illumio
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $132,000 - $158,000 per year
Job Level
Junior
Tech Stack
CloudLinux
About the role
- You will work with industry leading customers in maintaining Illumio’s technology deployments
- You will be responsible for logging and updating cases, informing customers of the case status and providing solution(s) as they become known, in a professional, timely manner, over the lifetime of the support request
- Escalation Engineers need to understand customer systems and configurations. Analyze problems/defects and recommend solutions
- Be able to work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions
- Ability to set customer expectations appropriately and accurately
- Provide technical product support to field engineers and technicians for complex problems on company products. May interact 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
- Provides updates to technical product documentation as issues are identified and fixed
- Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
- Populates content and updates to the company knowledge base for both internal and external users
- Assists internal field teams whenever a pre-sales issue is reported through to engineering
- Mentoring team members and provide Peer Learning and Cross-Training
Requirements
- Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
- Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)
- 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
Benefits
- Medical, Dental, Vision Coverage
- Health and Dependent Savings Accounts
- Life and Disability Programs
- Paid Parental Leave
- Voluntary Benefit Programs
- Company Sponsored Wellness Program
- Wellness Reimbursement Program
- Retirement Savings
- Equity Opportunities
- Paid time off
- Paid Holidays
- Employee Incentive Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical SupportCase ManagementCall Resolution ManagementWindows Operating SystemLinux Operating SystemPublic Cloud InfrastructureSystems AnalysisProblem SolvingTechnical Product SupportDocumentation Updates
Soft skills
Customer EmpathyAttention to DetailOrganizational SkillsWritten CommunicationVerbal CommunicationTeam CommunicationMentoringEnthusiastic Self-StarterLearning AgilityClient-Centric Solutions