Senior Escalation Engineer
Illumio
full-time
Posted on:
Location Type: Hybrid
Location: 🇯🇵 Japan
Visit company websiteSalary
💰 ¥14,583,000 - ¥17,500,000 per year
Job Level
Senior
Tech Stack
Cloud
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. Analyse 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
- Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties
- Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
- Requirement gathering for new product feature requests from the field
- Populates content and updates to the company knowledge base for both internal and external users
- Assists product and account teams when delivering and implementing and testing new product features for specific customers
- Assists internal field teams whenever a pre-sales issue is reported through to engineering
Requirements
- Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
- 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
- Deep understanding of NF-Tables, IPrule and IPsets
- Understanding of PKI / CA
- Experience working in the security space
- Fluent in English and another European language (Spanish, French, German, Italian, Portuguese)
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 ManagementPublic Cloud InfrastructureNF-TablesIPruleIPsetsPKICASecurity
Soft skills
Problem-SolvingAttention to DetailOrganizational SkillsWritten CommunicationVerbal CommunicationCustomer EmpathyTeam CommunicationEnthusiastic Self-StarterLearning AgilityClient-Centric Solutions