Escalation Engineer

Maintain Illumio’s technology deployments working with industry leading customers. 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. You will be mentoring team members and provide Peer Learning and Cross-Training.