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Senior Escalation Engineer



Sunnyvale, CA, USA
Posted on Friday, September 22, 2023

No Agency Submissions Accepted.

Onsite work in Sunnyvale, CA - 3 days per week

In this role, you will be an integral part of our Illumio support organization, collaborating with a diverse range of global customers across industries like Finance, Legal, pharmaceutical, manufacturing, and SaaS.

Everyday, you will work closely with customers, account teams, and internal software developers to troubleshoot and resolve complex technical issues, providing timely solutions and maintaining strong customer relationships.

To thrive in this role, you must have expertise in cloud service providers, container orchestration, and possess exceptional problem-solving skills, alongside a commitment to continuous learning and effective communication.

About the Team:

Are you the type of person who enjoys solving technology problems, finding the missing piece of information to drive a solution and is someone who never gives up? If so our Illumio support organization is looking for someone like you to join our world class team. We are committed to delivering exceptional support to our ever-growing install base of global customers spanning the Finance, Legal, pharmaceutical, manufacturing and SaaS space. Our Zero Trust Segmentation Platform plays a critical role in securing critical information, data, and our customers ongoing success so your ability to quickly identify and resolve problems will be key. We are searching for senior support professionals who can demonstrate an ability to think outside of the box whilst working under pressure. Daily you will be working with customers, account teams, and our internal software developers to create solutions that address problems encountered in the field. We can offer you exposure to cutting edge security technology with an exciting company, working alongside like-minded people who enjoy making a difference, sharing their knowledge and experiences, and building something truly great.

Key Responsibilities:

  • As a member of the support team, you will work with industry leading customers in maintaining Illumio’s technology deployments.

  • Assist our product and account teams when delivering, implementing and testing new product features for specific customers.

  • Provide design, reliability and other technical feedback to R&D.

  • Be able to work closely with external customers, Escalation Engineers, Development, Sales and others as needed, to gain knowledge and provide solutions.

  • 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.

  • Ability to set customer expectations appropriately and accurately.

  • Provide technical product support to field engineers and technicians for complex problems on company products by interacting with customer and company personnel to isolate and fix product issues.

  • Provides updates to technical product documentation as issues are identified and fixed.

  • Creates tests and diagnostic tools to identify and fix recurring issues as well as identifying potential difficulties.

  • Interact with customers directly via email, phone and remote analysis tools. Acting as the primary communication contact dealing with customer issues.

  • Requirement gathering for new product feature requests from the field.

  • Populate content and updates to the company knowledge base for both internal and external users.

  • Assisting internal field teams whenever a pre-sales issue is reported through to engineering.


  • Proficient with multiple Cloud Service Providers (AWS, Azure, GCP)

  • Cloud Architecture and Networking

  • Cloud Native Solutions (PaaS and SaaS)

  • AWS Security Groups, Azure NSGs

  • Expert with Container Orchestration

  • Kubernetes

  • OpenShift

  • EKS, AKS, GKE experience a plus

  • Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management.

  • A high attention to detail.

  • 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.

  • Experience working with Linux and Windows operating systems.

Bonus Points:

  • Good understanding of modern programming languages, web services, and databases: Ruby, JavaScript, CSS, Apex, REST API, SQL, etc.

  • Experience with Solaris, AIX, MACOS

About Illumio:

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

Pay Range:

$163,000.00 USD - $195,000.00 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.


At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include 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 and Paid Holidays – Employee Incentive Program.#LI-CW1 #LI-REMOTE