# Escalation Engineer

**Company:** [Illumio](https://hotfix.jobs/companies/illumio)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $113k – $135k/yr
**Skills:** Windows, Linux, Aix, Solaris, Public Cloud, Cloud Infrastructure, Case Management, Systems Analysis, Remote Analysis Tools, Knowledge Base Management
**Posted:** 2026-07-10

> Provides advanced technical support for customer deployments, investigating complex system and product issues, coordinating escalations with engineering, and communicating solutions. The role requires technical support experience, Windows and Linux expertise, public cloud experience, and multilingual communication skills.

## Job Description

## 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.

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