Escalation Engineer Job at Illumio (Vancouver, Edmonton, Calgary)

Escalation Engineer

Illumio

Location:
Canada , Vancouver, Edmonton, Calgary

Category:
IT - Administration

Contract Type:
Not provided

Salary:

113000.00 - 135000.00 USD / Year

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Job Description:

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. 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.

Job Responsibility:

Work with industry leading customers in maintaining Illumio’s technology deployments
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
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. 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
Provide updates to technical product documentation as issues are identified and fixed
Always interact with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues
Populate content and updates to the company knowledge base for both internal and external users
Assist internal field teams whenever a pre-sales issue is reported through to engineering
Mentor team members and provide Peer Learning and Cross-Training

Requirements:

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
Fluency in English and either Spanish or Portuguese is required

Nice to have:

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, GCP
Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
Experience with LoadBalancers: F5, Citrix, etc

What we offer:

Offers Equity
Offers Bonus
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

Additional Information:

Job Posted:
February 20, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Illumio - All Job Offers

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