Escalation Engineer, Network Security

Illumio   •  

New York, NY

Industry: Technology


5 - 7 years

Posted 27 days ago

Are you the type of person who enjoys solving technology problems, finding the solution to the missing piece of information and is someone who never gives up?  If so our Illumio support organization is looking for someone like you to join our world class team.  We are committed to delivering exceptional support to our ever-growing install base of global customers spanning the Finance, Legal, and SaaS space.  Our Adaptive Segmentation Platform plays a critical role in securing their information, data, and ongoing success so your ability to quickly identify and resolve problems will be key.  We are searching for senior support professionals who can demonstrate an ability to think outside of the box whilst working under pressure.  Daily you will be working with customers, account teams, and our internal software developers to create solutions that address problems encountered in the field.  We can offer you exposure to cutting edge security technology with an exciting company, working alongside like-minded people who enjoy making a difference, sharing their knowledge and experiences, and building something truly great.


  • As an early member of the support team, 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. You will 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.

  • You will set customer expectations appropriately and accurately.

  • As this is the first Support position in this geography, the ability to grow with the company as it expands in the region will give great opportunities to the right person.

  • Able to travel once per quarter to California HQ.


  • Minimum of 5 years’ experience in a technical support position.

  • Knowledge and experience of cyber security environments.

  • Extensive knowledge of UNIX/Linux/MS platforms and other related areas.

  • Networking expertise required.

  • Highly analytical with the ability to derive facts quickly, methodically, and accurately.

  • Experience solving product and network issues of low to high complexity, while acting as a focal point for Customer problems.

  • Experience configuring and utilizing complex lab setups to duplicate and solve Customer reported problems, sometimes working directly with a geographically disperse Development team.

  • Excellent analytical and problem-solving skills.

  • Excellent communication skills.

  • Bash, Ruby, Python or similar scripting experience.

  • Comfortable with Linux shell, security mechanisms, network configuration, and basic system administration.

  • Extensive experience with enterprise security software and hardware (installing, configuring and troubleshooting).

  • Experience with firewall, IDS, VPN, etc. configuration and troubleshooting.

  • Familiarity with network troubleshooting tools like Wireshark, tcpdump etc.

  • Familiarity with Virtualization technologies such as VMware.

  • Good knowledge of networks and common networking protocols.


  • AIX or Solaris exposure.


Illumio, the leader in micro-segmentation, prevents the spread of breaches inside data center and cloud environments. Enterprises such as Morgan Stanley, BNP Paribas, Salesforce, and Oracle NetSuite use Illumio to reduce cyber risk and achieve regulatory compliance. The Illumio Adaptive Security Platform® uniquely protects critical information with real-time application dependency and vulnerability mapping coupled with micro-segmentation that works across any data center, public cloud, or hybrid cloud deployment on bare-metal, virtual machines, and containers. For more information,