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

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
Professional fluency in English and either Spanish or Portuguese.

Escalation Engineer

Key skills