CrawlJobs Logo
Illumio Logo Illumio · IT - Administration

Escalation Engineer

Canada, Vancouver, Edmonton, Calgary 113000.00 - 135000.00 USD / Year · Job Posted February 20, 2026
Apply Position
Job Link Share

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
Illumio - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Escalation Engineer

8 matching positions

Sr Staff Software Escalation Engineer Software

We are looking for a Technical Escalation Engineer to resolve technical issues, ...
Location
Location
United States , Boston
Salary
Salary:
Not provided
paloaltonetworks.com Logo
Palo Alto Networks
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • US Citizenship
  • Bachelor's Degree in Computer Science or related field
  • Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
  • Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
  • Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
  • Ability to comprehend the technical aspects of a complex SaaS system
  • Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting
  • Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management, system administration basics, remote access using RDP and SSH
  • 3+ years' experience in C# with the ability to debug code of new features as well as legacy
Job Responsibility
Job Responsibility
  • Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
  • Review customer escalations to ensure that all required technical details are provided
  • Investigate technical issues escalated by Customer Support to find a solution for our customers
  • Establish and maintain effective working relationships with Development, Support, and field engineers
  • When required, work directly with Customer Support and customers on reported issues
  • Provide quick response code changes as required
  • Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert
  • Fulltime
Read More
Arrow Right

Senior Help Desk Escalation Engineer

The Senior Help Desk Engineer serves as the key resource for designing, implemen...
Location
Location
United States , Glastonbury
Salary
Salary:
Not provided
kelsercorp.com Logo
Kelser
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous experience in an MSP or consulting role preferred
  • Advanced in-depth, hands-on experience with: Windows Server support, implementation, administration, and migrations
  • AD administration and forest upgrades
  • Configuration and management of large and complex environments using Group Policy
  • PowerShell - systems administration and basic scripting
  • Office 365 migrations, including tenant split/merge migrations
  • Microsoft Entra hybrid identity management
  • AWS, Azure, Hosted IaaS, PaaS offerings
  • Workstation build automation
  • Complex virtual environment support, implementation and administration
Job Responsibility
Job Responsibility
  • Support Kelser customers with project delivery, server monitoring and administration and pre- sales engineering support
  • Service delivery via excellent communication and customer service
  • Server and cloud infrastructure architecture and design
  • Attend and comprehend training
  • Ability to achieve higher level certifications
  • Stay current with emerging technologies and products
  • Availability for off-hours or on-call assignments
  • Other duties as determined by Kelser management
What we offer
What we offer
  • Medical/Dental/Eye Care Insurance
  • Flexible Paid Time Off
  • Hybrid Schedule (3 days in office, 2 days remote)
  • 401(k)
  • Profit-Sharing
  • Short Term/Long Term Disability Insurance
  • Free Parking
  • Life Insurance
  • Paid Holidays
  • Employee Purchase Program
  • Fulltime
Read More
Arrow Right

L2 Escalation Engineer

This role is ideal for someone who thrives in a fast-paced Managed Services envi...
Location
Location
Philippines , Manila
Salary
Salary:
Not provided
staffvirtual.com Logo
STAFFVIRTUAL
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience administering Microsoft Entra ID (Azure AD)
  • Experience configuring Conditional Access policies and MFA enforcement
  • Hands-on experience with Microsoft Intune and endpoint management
  • Familiarity with Exchange Online, SharePoint Online, and OneDrive administration
  • Experience working in a multi-tenant MSP environment
  • Microsoft certifications such as AZ-104 – Azure Administrator, MD-102 – Endpoint Administrator, MS-102 – Microsoft 365 Administrator
Job Responsibility
Job Responsibility
  • Serve as a primary point of contact for incoming Service Desk calls, providing timely and professional technical support
  • Perform ticket triage to properly prioritize, categorize, and route issues to the appropriate queue or escalation path
  • Troubleshoot and resolve escalated technical issues across endpoint, identity, networking, and cloud services
  • Communicate effectively with end users to gather technical details, explain resolutions, and ensure a high level of client satisfaction
  • Administer Microsoft 365 environments across multiple client tenants
  • Manage user accounts, licensing, and access controls within Microsoft Entra ID (Azure AD)
  • Configure and maintain Conditional Access policies to enforce security requirements such as MFA, device compliance, and location-based restrictions
  • Support Exchange Online administration, including mailbox permissions, mail flow troubleshooting, and distribution group management
  • Assist with SharePoint Online and OneDrive troubleshooting, permissions management, and synchronization issues
  • Support endpoint management through Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application deployment
What we offer
What we offer
  • Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • De minimis and allowances
  • Attendance bonus
  • Paid time offs
  • Company-provided work setup (laptop, monitor, accessories)
  • Training, career growth, and global exposure
  • A collaborative and supportive team culture
  • Fulltime
Read More
Arrow Right

Senior Variation & Escalation Engineer

Studying received Tender documents and prepare analysis & Breakdown for direct c...
Location
Location
Egypt , El Alamein
Salary
Salary:
Not provided
concrete-plus.net Logo
Concrete Plus
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Years of Experience: 7
Job Responsibility
Job Responsibility
  • Review the tender documents (including Instruction to Tender (ITT)) to analyze the prequalification requirements and assign relevant tasks to tender engineer
  • Coordinate with the Procurement department to get feedback about subcontractors’ prices (whenever needed), and analyze, revise, and provide guidance to tender engineers on, the breakdown of, and comparisons between, price offers from subcontractors and suppliers
  • Follow up with Quantity Survey Engineers and provide them with the necessary guidance- whenever needed- on the tools to be used
  • Keep track of projects’ statuses, create checklist for assigned duties and tasks, and report relevant information to the team leader
  • Perform full partial/ project break down by himself according to the task assigned to him from team leader
  • Prepare/ revise clarification sent to client and make sure that it is applied to final submission
  • Make sure that final direct cost is complying with project documents or list deviations if any
  • Assist in hand over the project related papers and documents to the executive team in case of being awarded
  • Prepare/ revise comparison sheet of related subcontractors/ suppliers offers
  • Fulltime
Read More
Arrow Right

Technical Support Escalation Engineer - Data Platform

Interested in being on the cutting edge of Cloud Services? Then come join Micros...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
  • OR 7+ years of technical support, technical consulting experience, or information technology experience
  • OR equivalent experience
  • 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations
  • 2+ years of experience in one or more of the following: Microsoft Azure Platform
  • Azure Networking Services, Azure Virtual Machine, Azure Storage
  • Microsoft Azure Analytics – Azure Databricks
  • Experience in any JAVA, JavaScript, Python, R, Scala, REST concepts, PowerShell
  • Familiarity with development: tools, language, process, methods, troubleshooting
  • Experience with Data Integration solutions and services
Job Responsibility
Job Responsibility
  • Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience
  • Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues
  • Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow
  • Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted
  • As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today
  • As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions
  • Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty
  • Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results
  • Work directly with our Azure Databricks Product Group to provide world-class engineering support at a product component level
  • Perform complex product debugging and remediation when needed
  • Fulltime
Read More
Arrow Right

Support Escalation Engineer - Azure Networking

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Japan , Tokyo
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
  • Strong knowledge and understanding of TCP, IP protocols and OSI model
  • Experience with Infrastructure , Network Administration
  • Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
  • Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
  • Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
  • Hands-on experience of Proxy and Firewall
  • English Language: fluent in reading, writing and speaking
  • Japanese Language: confident in reading, writing and speaking
Job Responsibility
Job Responsibility
  • Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  • Participate in communities with peer delivery roles
  • Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness
  • Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  • Provide technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets
  • Identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes
  • Keep escalations to PG operations below 10% of the volume
  • Closely collaborate with PG engineering and operations, and other CTS engineers
  • Work with the PG and Azure Supportability PMs to implement asks
  • Identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness
  • Fulltime
Read More
Arrow Right

Sr. Escalation Engineer

Illumio is the leader in ransomware and breach containment, redefining how organ...
Location
Location
Japan
Salary
Salary:
14583000.00 - 17500000.00 JPY / Year
illumio.com Logo
Illumio
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
  • 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
  • Deep understanding of NF-Tables, IPrule and IPsets
  • Understanding of PKI / CA
Job Responsibility
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
  • Analyse 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
What we offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Support Escalation Engineer - Azure Networking

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Japan , Tokyo
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
  • Strong knowledge and understanding of TCP, IP protocols and OSI model
  • Experience with Infrastructure , Network Administration
  • Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
  • Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
  • Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
  • Hands-on experience of Proxy and Firewall
  • English Language: fluent in reading, writing and speaking
  • Japanese Language: confident in reading, writing and speaking
  • Leadership - handle technically challenging and politically hot customer situations
Job Responsibility
Job Responsibility
  • You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  • You participate in communities with peer delivery roles
  • You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness
  • You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  • The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets
  • to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes
  • and to keep escalations to PG operations below 10% of the volume
  • The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks
  • identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness
  • develop relationships with and engage with technology-specific depth queues for customer incident resolution when required
  • Fulltime
Read More
Arrow Right