The ad says“Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management”
The ad says“Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management”
The ad says“Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)”
The ad says“Experience with public cloud infrastructure and services”
The ad says“Experience with public cloud infrastructure and services”
The ad says“Strong organizational, problem-solving and systems analysis skills”
The ad says“Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)”
Values
The ad says“Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)”
The ad says“Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)”
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
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
Benefits
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 and Paid Holidays
Employee Incentive Program
Medical, Dental, Vision Coverage
Preferred experience
Requirement: Fluency in English, Spanish, and/or Portuguese is required
An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication
Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
Strong written and verbal communication skills
Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)
Experience with public cloud infrastructure and services
Strong organizational, problem-solving and systems analysis skills
Enjoy learning new technologies, applications, and systems
A high attention to detail
A drive to solve practical business problems with client-centric solutions
