Escalation Engineer
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Job Description
Escalation Engineer for Illumio, maintaining technology deployments for industry-leading customers. Collaborating with various teams to analyze and resolve technical issues.
Responsibilities:
- 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
Requirements:
- 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.
Benefits:
- Medical, Dental, Vision Coverage
- Health and Dependent Savings Accounts
- Life and Disability Programs
- Paid Parental Leave
- Voluntary Benefit Programs
- Company Sponsored Wellness Program
- Wellness Reimbursement Program
- Retirement Savings
- Equity Opportunities
- Paid time off
- Paid Holidays
- Employee Incentive Program
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