Senior Escalation Engineer

Provides advanced technical support and escalation management for Illumio customer deployments, diagnosing complex security and cloud infrastructure issues and coordinating solutions across customers, support, engineering, and field teams. Requires technical support experience, security expertise, Linux networking knowledge, and English plus another European language.

About the job

Responsibilities

Maintain Illumio technology deployments for industry-leading customers.
Log and update support cases, communicate case status, and provide solutions throughout the support request lifecycle.
Understand customer systems and configurations; analyze problems and defects and recommend solutions.
Collaborate with customers, support engineers, Development, Sales, and other teams to investigate and resolve issues.
Set accurate customer expectations and provide technical product support for complex product issues.
Provide design, reliability, and other technical feedback to R&D; escalate issues as needed.
Update technical product documentation and the internal and external knowledge base.
Create tests and diagnostic tools to identify recurring issues and potential difficulties.
Act as the primary customer communication contact through email, phone, and remote analysis tools.
Gather requirements for new product features from field teams.
Assist product and account teams with delivery, implementation, and testing of new product features for customers.
Support internal field teams with pre-sales issues escalated to engineering.

Requirements

Experience as a Technical Support Engineer in support and services environments, including case management and call resolution.
Experience with public cloud infrastructure and services.
Deep understanding of NF-Tables, IP rule, and IP sets.
Understanding of PKI and certificate authorities.
Experience in the security space.
Fluent English and one additional European language: Spanish, French, German, Italian, or Portuguese.
Strong problem-solving, systems analysis, organizational, written, and verbal communication skills.
Customer empathy, attention to detail, self-direction, and willingness to learn new technologies.

Nice to Have

Ruby, Python, Jupyter Notebook, REST API, and SQL.
Knowledge management frameworks and knowledge-base article writing.
Public cloud certification, such as AWS or Azure.
Container orchestration experience or certification, including Kubernetes or OpenShift.