Escalation Engineer

Onwards Together!

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.

Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.

Location: Vancouver, Edmonton, Calgary

Fluency in English and either Spanish or Portuguese is required.

Our Team's Vision

Our Support and Services team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they escalate into disasters.

What sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructures are set up for success every step of the way.

Your Impact as an Escalation Engineer

• 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.

Your Toolkit

• 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.

Bonus Points

• Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc.
• Experience with KCS and writing KB articles.
• Public cloud certification: AWS, Azure, GCP.
• Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.).
• Experience with LoadBalancers: F5, Citrix, etc.

Key skills/competency

• Ransomware containment
• Cyberattack prevention
• Microsegmentation
• Zero Trust
• Technical Support
• Case Management
• Windows Operating Systems
• Linux Operating Systems
• Public Cloud Infrastructure
• Problem Solving
• Customer Empathy
• Knowledge Base (KB)
• REST API
• Container Orchestration