Escalation Engineer, Illumio
$113-135k
+ Equity + Bonus
Pacific Time Zone
Automated enforcement against cyberattacks
Be an early applicant
Automated enforcement against cyberattacks
501-1000 employees
Be an early applicant
$113-135k
+ Equity + Bonus
Pacific Time Zone
501-1000 employees
Company mission
To enable every organization to realize a future without high-profile breaches.
Role
Who you are
- Requirement: Fluency in English, Spanish, and/or Portuguese is required
- Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
- Expertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)
- 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
What the job involves
- 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
Our take
Cybersecurity remains an ongoing battle, with evolving cyberthreats and ever-more determined cybercriminals, and major data breaches such as the SolarWinds hack have the potential to cause widespread disruption. Illumio is taking a different approach to most of the mainstream security companies, with a process called "microsegmentation". This makes it easier to guard companies from security breaches and contain any breaches that occur.
Detection of viruses is no longer considered sufficient to keep companies and individuals safe. Illumio takes a “zero trust” approach, in which everything is viewed as suspicious, a similar approach to that which is used by the White House. The company operates at the cutting edge of microsegmentation, focusing on protecting cloud datacenters and workloads. With more and more companies moving to the cloud, this approach is crucial.
Illumio also protects endpoints, partnering with big players such as Citrix, Amazon Web Services, and Splunk. A collaboration with Appgate, a Zero Trust secure access company, delivers the industry's first integrated Zero Trust Network Access and Segmentation solution, which can reduce risk across hybrid infrastructure, and proves Illumio's dedication to innovating the space. Additionally, the company announced a Federal Risk and Authorisation Management Program (FedRAMP), which is tailored to assist federal agencies in reducing risk.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$225m
SERIES F
Feb 2019
$65m
SERIES E
Total funding: $563m
Company 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 and Paid Holidays
- Employee Incentive Program
Company HQ
Sunnyvale, CA
Leadership
Andrew Rubin
(Co-Founder & CEO)Started in Business Development, as an Analyst at VoiceNet Communications, and as a Director at VoiceNet. Worked at Cymtec Systems for over 8 years, promoted from VP of Sales to CEO. Seed Investor in Tory Burch, and Powermat. Current Strategic Advisor to Menlo Security, and Bolt.
PJ Kirner
(Co-Founder & Strategic Advisor)Studied Computer Science at Cornell. Worked as an Engineer Manager for over 6 years at Trilogy. Software Architect at Funkware for over 3 years. Was Principal Systems Engineer at Cluster File Systems. Distinguished Engineer for over 5 years at Juniper Networks. Was CTO of Cymtec Systems.
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