Escalation Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• You will collaborate with industry-leading customers to support Illumio’s technological deployments.

• Your responsibilities will include logging and updating cases, keeping customers informed about their status, and providing solutions as they become available in a professional and timely manner throughout the support request lifecycle.

• Escalation Engineers must comprehend customer systems and configurations, analyze problems and defects, and suggest appropriate solutions.

• You will work closely with external customers, other support engineers, Development, Sales, and other necessary teams to gather insights and deliver solutions.

• You should be capable of setting accurate and appropriate expectations for customers.

• Provide technical product support to field engineers and technicians for intricate issues related to company products, potentially interacting with both customers and company personnel to diagnose and resolve product problems.

• Offer design, reliability, and other technical feedback to Research and Development.

• Manage escalations to R&D as required.

• Update technical product documentation as issues are recognized and resolved.

• Always engage directly with customers through email, phone, and remote analysis tools, acting as the primary communication point for customer issues.

• Contribute content and updates to the company knowledge base for both internal and external users.

• Support internal field teams when pre-sales issues are reported to engineering.

• Mentor team members and facilitate Peer Learning and Cross-Training.

⛳️ Requirements

• Proven experience as a Technical Support Engineer, particularly in Support and Services functions such as case management and call resolution management.

• Proficiency with Windows and Linux Operating Systems (experience with AIX and Solaris is advantageous).

• Familiarity with public cloud infrastructure and services.

• A strong motivation to address practical business challenges with client-focused solutions.

• Exceptional attention to detail.

• Excellent organizational, problem-solving, and systems analysis abilities.

• Strong written and verbal communication skills.

• A passion for learning new technologies, applications, and systems.

• A proactive self-starter dedicated to learning, customer empathy, and effective team communication.

• Fluency in English, Spanish, and/or Portuguese is mandatory.

🏝️ Benefits

• Medical, Dental, and 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.