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Sr. Escalation Engineer

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Illumio

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Location:
Japan

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

14583000.00 - 17500000.00 JPY / 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. 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
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