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# Escalation Engineer

- **Company:** Illumio
- **Location:** Seattle, WA, United States (Remote available)
- **Salary:** $113,000.0 - $135,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, IBM AIX, Collaborative Learning, Linux, Systems Analysis, Solaris (Operating System), Data Logging
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9e895bc667160f5b

## About the Role

Do you have experience in Windows?, * 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

## Description

* You will work with industry leading customers in maintaining Illumio's technology deployments
 * 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
 * Mentoring team members and provide Peer Learning and Cross-Training


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