Escalation Engineer

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 external customers, support engineers, Development, Sales, and other teams to investigate issues and provide solutions.
• Set customer expectations appropriately and accurately.
• Provide technical product support to field engineers and technicians for complex product issues.
• Interact with customers and company personnel to isolate and resolve product issues.
• Provide design, reliability, and other technical feedback to R&D.
• Escalate issues to R&D as needed.
• Update technical product documentation as issues are identified and fixed.
• Serve as the primary customer communication contact through email, phone, and remote analysis tools.
• Populate and update the internal and external knowledge base.
• Assist internal field teams with pre-sales issues through engineering resolution.
• Mentor team members and provide peer learning and cross-training.

Requirements

• Experience as a Technical Support Engineer working with support and services functions, including case management and call resolution management.
• Expertise with Windows and Linux operating systems; AIX and Solaris experience is a plus.
• Experience with public cloud infrastructure and services.
• Fluency in English, Spanish, and/or Portuguese.
• Strong written and verbal communication skills.
• Strong organizational, problem-solving, and systems analysis skills.
• High attention to detail.
• Client-centric approach to solving practical business problems.
• Willingness to learn new technologies, applications, and systems.
• Enthusiastic self-starter with a commitment to learning, customer empathy, and team communication.