CrawlJobs Logo

Sr. Escalation Engineer

illumio.com Logo

Illumio

Location Icon

Location:
Japan

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

14583000.00 - 17500000.00 JPY / Year
Save Job
Save Icon
Apply Position

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. 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
  • 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
  • Provide updates to technical product documentation as issues are identified and fixed
  • Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties
  • Always interact with customers directly via email, phone and remote analysis tools
  • Act as the primary communication contact dealing with customer issues
  • Gather requirements for new product feature requests from the field
  • Populate content and updates to the company knowledge base for both internal and external users
  • Assist product and account teams when delivering and implementing and testing new product features for specific customers
  • Assist internal field teams whenever a pre-sales issue is reported through to engineering

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
  • Experience working in the security space
  • Bilingual in Japanese and English

Nice to have:

  • Good understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc.
  • Experience with knowledge management framework and writing KB articles
  • Public cloud certification: AWS, Azure, etc.
  • Experience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)
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
  • Equity Opportunities
  • Paid time off
  • Paid Holidays
  • Employee Incentive Program

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Illumio - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon
PREMIUM
More languages and countries
+ Unlock 31694 hidden job offers
Languages
English Čeština Deutsch Ελληνικά Español Français +15
Countries
United States United Kingdom India Canada Australia +
See plans
Plans from $2.99 / month

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Sr. Escalation Engineer

Software Engineering Sr. Manager

Designs, develops, troubleshoots and debugs software programs for software enhan...
Location
Location
United States , San Jose
Salary
Salary:
157500.00 - 361500.00 USD / Year
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Over 10 years of experience in DEV, QA and Escalation Engineering leadership within telecommunications
  • Proven ability to inspire teams, increase productivity, and enhance employee engagement
  • Strong technical background in Wi-Fi protocols, network troubleshooting, and performance testing
  • Excellent communication skills with a focus on customer satisfaction and problem-solving
Job Responsibility
Job Responsibility
  • Team Leadership: Oversee Escalation Engineer teams with combination of developer & QA, managing both local and offshore personnel to ensure 24/7 support
  • Escalation Management: Lead the resolution of complex customer issues, including issue reproduction, code fixes, and patch releases
  • Process Improvement: Drive quality initiatives and coverage improvements based on customer feedback, enhancing product stability and performance
  • Technical Expertise: Provide live debugging and troubleshooting for Wi-Fi and network issues, ensuring timely solutions and high customer satisfaction
  • Collaboration: Work closely with broader engineering team, product management, and customer success teams to align strategies and milestones
  • AP Firmware Releases: Manage maintenance releases for various Wi-Fi APs, ensuring smooth deployment and performance enhancements
  • Innovation: Lead rapid feature development based on customer needs, fostering a culture of continuous improvement
What we offer
What we offer
  • Health & Wellbeing: comprehensive suite of benefits that supports physical, financial and emotional wellbeing
  • Personal & Professional Development: specific programs catered to career goals
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Digital S/W Engineer Sr Analyst

The Digital S/W Engineer Sr Analyst is a seasoned professional role. Applies in-...
Location
Location
Mexico , Ciudad De Mexico
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5-8 years in a product development/product management environment
  • Strong analytical and quantitative skills
  • Data driven and results-oriented
  • Experience delivering with an agile methodology
  • Experience in affecting large culture change
  • Experience leading infrastructure programs
  • Skilled at working with third party service providers
  • Excellent written and oral communication skills
  • Bachelor’s/University degree or equivalent experience
Job Responsibility
Job Responsibility
  • Accountable for executing and driving mid-size feature application design and development efforts to completion
  • Serving as a development lead on medium-scale projects and supporting the execution of larger efforts
  • Proficient at operating with considerable autonomy and discretion
  • Capable of research in root cause of development and performance concerns as well as the resolution of defects
  • Have a deep understanding of the technical requirements for the solutions being built
  • Understand engineering needs including those required to build, maintain, and operate the system through all phases of its life
  • Proficient in information modeling, data structures and algorithms
  • Understand maintenance characteristics, runtime properties and dependencies that exist in support of your system’s software
  • Demonstrate an advanced understanding of supported main system flows and possess a comprehensive understanding of how the system and others collectively integrate to contribute towards achieving business objectives
  • Participate in design discussions as a Development Lead and as such will play the part of a key decision maker in driving design decisions
  • Fulltime
Read More
Arrow Right

Software Engineer Sr Staff - Platforms Developer

Designs, develops, troubleshoots and debugs software programs for software enhan...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s or master’s degree in computer science, electronics, telecommunication engineering, or a related discipline
  • 14 to 19 years of experience in networking and system software development
  • Proficiency in C and C++ programming
  • Familiarity with data structures and system debugging techniques
  • Expertise in Host Complex, System Peripherals & Drivers: CPU complex (x86)
  • PCIe, SPI, I2C, MDIO
  • FPGA, CPLD, Flash Drivers
  • Expertise in Ethernet Interfaces (ranging from 1Gig to 400G+, including 800G, 1.6T), MacSec, Timing, Optics (SFP, QSFP, QDD, OSFP)
  • Expertise in High-speed packet forwarding with network processors, PHYs, and SerDes
  • Cloud Architectures
Job Responsibility
Job Responsibility
  • Collaborate with product managers, architects, and other engineers to define software requirements and specifications
  • Design, implement, and maintain networking and system software components using C and C++ programming languages
  • Conduct object-oriented analysis and design to ensure robust and scalable solutions
  • Debug complex system-level issues, leveraging your deep understanding of fundamental OS concepts (especially in Linux or similar operating systems)
  • Participate in hardware and system-level design discussions, ensuring carrier-class software development
  • Work with Linux device drivers, system bring-up, and the Linux kernel
  • Navigate large codebases effectively
  • Apply strong technical, analytical, and problem-solving skills to enhance software performance and resilience
  • Utilize scripting technologies and modern DevOps practices
  • Collaborate with cross-functional teams, including networking, embedded platform software, and hardware experts
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Semi Sr. Platform Engineer Analyst IT Support

The Engineer Intmd Analyst is an intermediate level position responsible for a v...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2-5 years of relevant experience in an Engineering role
  • Experience working in Financial Services or a large complex and/or global environment
  • Project Management experience
  • Consistently demonstrates clear and concise written and verbal communication
  • Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
  • Demonstrated analytic/diagnostic skills
  • Ability to work in a matrix environment and partner with virtual teams
  • Ability to work independently, prioritize, and take ownership of various parts of a project or initiative
  • Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
  • Proven track record of operational process change and improvement
Job Responsibility
Job Responsibility
  • Provide assistance with a product or product component development within the technology domain
  • Conduct product evaluations with vendors and recommend product customization for integration with systems
  • Assist with training activities, mentor junior team members and ensure team’s adherence to all control and compliance initiatives
  • Assist with application prototyping and recommend solutions around implementation
  • Provide third line support to identify the root cause of issues and react to systems and application outages or networking issues
  • Support projects and provide project status updates to project manager or Sr. Engineer
  • Partner with development teams to identify engineering requirements and assist with defining application/system requirements and processes
  • Create installation documentation, training materials, and deliver technical training to support the organization
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
  • Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers
  • Fulltime
Read More
Arrow Right

Sr. Delivery Solutions Architect

At Databricks we are on a mission to empower our customers to solve the world's ...
Location
Location
South Korea , Seoul
Salary
Salary:
Not provided
databricks.com Logo
databricks
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years in a customer-facing pre-sales, technical architecture, customer success, or consulting role
  • Experience understanding architecture related distributed data systems, specifically within one of the following: Data Engineering technologies (e.g. Spark, Hadoop, Kafka)
  • Data Warehousing (e.g. SQL, OLTP/OLAP/DSS)
  • Data Science and Machine Learning technologies (e.g. pandas, scikit-learn, HPO)
  • Comfortable managing multiple projects at once, and engaging a virtual team of subject matter experts
  • Influencing and leading teams - especially without having direct reporting line responsibility
  • Executive Stakeholder management - experience in effectively engaging and influencing a variety of audiences at all levels of an organization with particular success in building and maintaing strong CxO level relationship
  • Executive escalation management - experience in resolving complex and critical escalation with senior customer and internal executives
  • Strategic Management Consulting - experience of conducting open-ended discovery workshops, creating strategic roadmaps, conducting business analysis and managing delivery of complex programmes/projects
  • Building and steering to a value case - business value consulting and realization
Job Responsibility
Job Responsibility
  • Engage with the Solutions Architect to understand the full Use Case Demand Plan for prioritized customers
  • Own the Post-Technical Win technical account strategy and investment plan for the majority of Databricks Use Cases within our most strategic accounts
  • Be the accountable technical leader assigned to specific Use Cases and customer(s) across multiple selling teams and internal stakeholders, creating certainty from uncertainty/ambiguity and driving onboarding, enablement, success, go-live and healthy consumption of the workloads where the customer has made the decision to consume Databricks
  • Be the first point of contact for any technical issues or questions related to production/go live status of agreed upon Use Cases within an account
  • Leverage both Shared Services of User Education, Onboarding/Technical Services and Support resources, along with escalating to Level 400/500 technical experts to execute on the right tasks that are beyond your scope of activities or expertise
  • Create, own and execute a PoV as to how key use cases can be accelerated into production, bringing EM/PM in to prepare Professional Services proposals
  • Navigate Databricks Product and Engineering teams for New Product Innovations, Private Previews and Upgrade needs
  • Build and maintain an executive level as well as a detailed programme level success plan that covers all activities of Customer, PS, Partner, SSA, Product Specialist, SA
  • Proactively provide internal and external updates - KPI reporting on the status of consumption and customer health, covering investment status, key risks, product adoption and use case progression - to your Technical GM
  • Development of reusable and scalable assets and mentorship of junior team members to establish the DSA team
Read More
Arrow Right

Sr. Software Engineer, Backend

Uber's Commerce Platform Engineering group is vital for maintaining and enhancin...
Location
Location
United States , San Francisco; Sunnyvale
Salary
Salary:
202000.00 - 224000.00 USD / Year
uber.com Logo
Uber
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • MS/BS in Computer Science or a related field, with at least 6 years of individual contributor experience as a software engineer
  • Fluent in Go, Java, or C++
  • Solid understanding of distributed systems architecture — including concepts like consensus, convergence, load balancing, data consistency, and performance/efficiency
  • Strong communication skills, both written and verbal, to articulate complex ideas to engineering teams
  • Experience being on-call and handling operational issues for a system serving production traffic
Job Responsibility
Job Responsibility
  • Design, scale, code, monitor, and maintain a highly critical set of services
  • Contribute to, lead, own, and deliver complex projects or features
  • Recruit, onboard, and proactively mentor engineers
  • Serve as an escalation point for other engineers to troubleshoot and manage severe incidents in production
  • encourage the adoption of best practices in incident management within the team
What we offer
What we offer
  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • All full-time employees are eligible to participate in a 401(k) plan
  • Eligible for various benefits
  • Fulltime
Read More
Arrow Right

Engineering Manager

Kriyadocs is a SaaS platform purpose-built for the scholarly publishing domain. ...
Location
Location
India , Chennai
Salary
Salary:
Not provided
kriyadocs.com Logo
Kriyadocs
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8 - 12 years of software engineering experience with at least 2 - 3 years in an engineering management or team lead role
  • Proven experience managing multiple teams or squads simultaneously in a product engineering environment
  • Strong technical foundation - you have been a hands-on engineer and can engage credibly in architecture discussions, code reviews, and technical trade-off conversations
  • Excellent people skills - you know how to build trust, give hard feedback constructively, and develop engineers at different levels and experience ranges
  • Delivery-oriented mindset - you are accountable for outcomes, not just effort
  • you hold teams to commitments while maintaining a sustainable pace
  • Experience working in Agile and squad-based delivery models - familiarity with stream-aligned team structures is a strong plus
  • Strong communication skills - you can represent Engineering clearly to Product, clients, and leadership
  • you write well and run focused, productive meetings
  • High resilience and composure - you stay calm under pressure, make good decisions with incomplete information, and keep the team focused when things get difficult.
Job Responsibility
Job Responsibility
  • People management - manage three Squad Leads directly
  • provide regular 1:1s, performance feedback, career development, and clear role expectations across the engineering organisation
  • Delivery accountability - own the engineering team's delivery commitments
  • work with Squad Leads to ensure sprint goals are met, blockers are resolved, and timelines are communicated proactively
  • Squad health and effectiveness - monitor squad velocity, team morale, and collaboration patterns
  • intervene early when squads are struggling and celebrate when they are excelling
  • Hiring and onboarding - partner with the VP to recruit senior engineers and squad leads
  • own the onboarding experience for new engineering hires
  • Technical direction partnership - work closely with the Staff Engineer on architecture decisions that affect multiple squads
  • ensure engineering teams have the technical clarity they need to execute
  • Fulltime
Read More
Arrow Right

Sr. Technical Account Manager (Northeast)

Come join the company that is reinventing cloud security and empowering business...
Location
Location
United States
Salary
Salary:
163200.00 - 181600.00 USD / Year
wiz.io Logo
Wiz
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8-12+ years of experience in technical customer-facing roles, ideally supporting a cloud / cloud-security product
  • Examples include: Senior Technical Account Manager, Senior Professional Services Engineer, Principal Solutions Engineer, Senior Technical Support Specialist, Lead Customer Success Engineer, or Sr. Architect
  • B.S. in Computer Science, Engineering, or similar field, or equivalent advanced experience
  • Demonstrated ability to manage nebulous job responsibilities while actively improving and developing net-new processes
  • Expert understanding of cloud services and architecture of at least 2 CSPs (AWS/GCP/Azure/OCI)
  • Ideally, you have multiple advanced CSP certifications (e.g., Certified Solutions Architect - Professional, Certified DevOps Engineer - Professional)
  • Deep familiarity with cloud-security best practices, advanced threat models, and complex CNAPP use cases
  • Ideally, you have a security certification (e.g., CISSP, CCSP) and extensive experience helping organizations address complex cloud-security challenges
  • Practical experience deploying and operationalizing containerization technologies (Docker, Kubernetes), as well as addressing corresponding security considerations
  • Practical experience deploying and operationalizing DevOps technologies – CI/CD, Version Control Systems, Infrastructure as Code (IaC), etc., and their security implications
Job Responsibility
Job Responsibility
  • Be a Wiz Product and Cloud Security Expert – Serve as a trusted technical advisor throughout your customers' Wiz journey
  • Confidently navigate customers through the deployment, configuration, and operationalization of Wiz using best practices and your existing cloud-security domain expertise
  • Serve as the primary technical contact for your book of customers, helping to solve technical questions and issues as they arise via email, Slack, and support tickets
  • Act proactively, by leading the customer on a journey to full adoption and value and promoting excellence in addressing Cloud, Code and Runtime security risk
  • Continuously monitor news related to emerging cloud security threats and further develop your domain expertise
  • Continuously stay abreast and enabled on new Wiz features and functionality
  • Drive Adoption, Business Value Realization, and Customer Satisfaction – Ensure your book of customers are delighted and seeing value from their Wiz purchase
  • Help customers develop success plans with measurable goals throughout the Wiz lifecycle that align with their organizational security and compliance objectives
  • Act proactively, by leading the customer on a journey to full adoption and value, and promoting excellence in addressing Cloud, Code, and Runtime security risk
  • Use your expert knowledge of the Wiz platform and features to accelerate your customers' success and attainment of value
What we offer
What we offer
  • Medical, dental and vision insurance
  • Home Office Setup reimbursement
  • Flexible Spending Accounts
  • Monthly Connectivity reimbursement
  • Employee Assistance Program (EAP)
  • Short- and Long-term Disability Insurance
  • Life & Accident Insurance
  • 401(k) Retirement Savings Plan (with employer match)
  • Flexible paid time off + 11 paid holidays
  • Paid leave programs, including parental, pregnancy health, medical and bereavement leave
  • Fulltime
Read More
Arrow Right