Senior Escalation Engineer

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

📋 Description

• You will collaborate with industry-leading clients to support the maintenance of Illumio’s technology deployments.

• Your role will involve logging and updating cases, keeping customers informed about case status, and providing solutions as they arise, all in a professional and timely manner throughout the support request's duration.

• Escalation Engineers must comprehend customer systems and configurations, analyze problems or defects, and propose solutions.

• You will work closely with external customers, other support engineers, Development, Sales, and other stakeholders as necessary to gather knowledge and offer solutions.

• You should be able to appropriately and accurately set customer expectations.

• Provide technical product support to field engineers and technicians for complex issues related to company products. You may interact with customers and company personnel to isolate and resolve product problems.

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

• Manage escalations to R&D as required.

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

• Develop tests and diagnostic tools to identify and rectify recurring issues as well as potential challenges.

• Constantly engage with customers directly via email, phone, and remote analysis tools, acting as the primary communication point for customer concerns.

• Gather requirements for new product feature requests from the field.

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

• Assist product and account teams in delivering, implementing, and testing new product features for specific customers.

• Support internal field teams whenever a pre-sales issue is escalated to engineering.

⛳️ Requirements

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

• Familiarity with public cloud infrastructure and services.

• A strong drive to address practical business challenges with client-centric solutions.

• Exceptional attention to detail.

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

• Excellent written and verbal communication skills.

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

• An enthusiastic self-starter dedicated to continuous learning, customer empathy, and effective team communication.

• In-depth understanding of NF-Tables, IPrule, and IPsets.

• Knowledge of PKI / CA.

• Experience working within the security domain.

• Proficiency in Mandarin Chinese is 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