Escalation Engineer

7 days ago

Singapore Illumio Full time

**_No Agency Submissions Accepted._**

**What We Are About**:
Illumio's Support and Services organization ensures our success in deployments, expansions, and in building trusted partnerships with our clients. Joining our team means solving problems that matter—securing over one million workloads globally and stopping cyberattacks and ransomware from spreading into cyber disasters. Illumio is trusted with securing the most sensitive infrastructure in our client's environments.

We are in a unique position from other security companies in that we don't have 10s or 100s of products to support. When you engage with a client, you will build strong relationships based on expertise from a knowledgeable team that supports you with a precise and proven product portfolio. That, combined with being a Zero Trust Leader, creates a customer-base that is incredibly loyal and seeking a true partnership—our NPS score is 87, our CSat is 4.8/5 and rising. We do everything we can to make our clients successful.

**What You Will Accomplish**:

- As an early member of the support team, 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.
- As this is the first Support position in this geography, the ability to grow with the company as it expands in the region will give great opportunities to the right person.
- Able to travel once per quarter to California HQ.

**What You Will Bring**:

- 7 years Industry experience
- Experience as a business systems analyst working with Support and Services functions such as case management, call management, professional services automation, and education services.
- Experience in managing system implementation and process improvement projects.
- 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.
- An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication.

**Bonus Points**:

- Good understanding of modern programming languages, web services, and databases: Ruby, JavaScript, CSS, Apex, REST API, SQL, etc.

**Who We Are**:

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