Illumio logo
Illumio

Illumio, the Zero Trust Segmentation company, stops breaches from spreading across the hybrid attack surface.

Senior Escalation Engineer

EngineerEngineerFull TimeRemoteSeniorTeam 501-1,000H1B SponsorCompany SiteLinkedIn

Location

Singapore

Posted

1 day ago

Salary

S$142K - S$170K / year

Seniority

Senior

Bachelor DegreeChineseEnglishCloud

Job Description

Senior Escalation Engineer

Illumio

• 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 • Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties • Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues • Requirement gathering for new product feature requests from the field • Populates content and updates to the company knowledge base for both internal and external users • Assists product and account teams when delivering and implementing and testing new product features for specific customers • Assists internal field teams whenever a pre-sales issue is reported through to engineering

Job Requirements

  • Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
  • 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
  • Deep understanding of NF-Tables, IPrule and IPsets.
  • Understanding of PKI / CA
  • Experience working in the security space
  • Mandarin Chinese required.

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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