Hybrid Senior Escalation Engineer

at Illumio

• Job title: Senior Escalation Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: ¥14,583,000 - ¥17,500,000 per year
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Japan

About the role

• Escalation Engineer maintaining Illumio technology deployments and providing technical support. Involved in case management and effective customer communication with industry leaders.

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. Analyse 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

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
• Fluent in English and another European language (Spanish, French, German, Italian, 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