Sr. Escalation Engineer

South Carolina - Remote · US WEST · US EAST · Full-time · Remote · Posted Oct 13, 2026

At a glance

The Sr. Escalation Engineer works with industry leading customers in maintaining Illumio’s technology deployments.
This role involves providing technical product support, handling escalations to R&D, and acting as the primary communication contact dealing with customer issues.

Log and update 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
Understand customer systems and configurations, analyze problems/defects, and recommend solutions
Work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions
Set customer expectations appropriately and accurately
Provide technical product support to field engineers and technicians for complex problems on company products
Provide design, reliability and other technical feedback to R&D and handle escalations to R&D as needed
Provide updates to technical product documentation as issues are identified and fixed
Interact with customers directly via email, phone and remote analysis tools as the primary communication contact
Populate content and updates to the company knowledge base for both internal and external users
Mentor team members and provide Peer Learning and Cross-Training

Candidates must be U.S. citizens and able to obtain and/or maintain the required security clearance
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
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

AIX and Solaris experience
Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc.
Experience with KCS and writing KB articles
Public cloud certification: AWS, Azure, etc.
Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
Experience with LoadBalancers: F5, Citrix, etc.

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