Job Description
Maintain Illumio’s technology deployments and be responsible for logging and updating cases, informing customers of the case status and providing solutions, in a professional, timely manner. Analyze problems/defects and recommend solutions, working with external customers, other support engineers, Development, Sales and others as needed. Set customer expectations appropriately and accurately; provide technical product support to field engineers and technicians for complex problems. May interact with customer and company personnel to isolate and fix product issues and provide design, reliability and other technical feedback to R&D. Handle escalations to R&D as needed and provide updates to technical product documentation. Create tests and diagnostic tools to identify and fix recurring issues. Interact with customers directly via email, phone and remote analysis tools, acting as the primary communication contact dealing with customer issues, and gathering requirements for new product features, populating content and updates to the company knowledge base.
About Illumio
Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience.