Escalation Engineer - Network Security

Company Description

Illumio delivers adaptive security for every computing environment, protecting the 80 percent of data center and cloud traffic missed by the perimeter. The company’s Adaptive Security Platform™ visualizes application traffic and delivers continuous, scalable, and dynamic policy and enforcement to every bare-metal server, VM, container, and VDI within data centers and public clouds. Using Illumio, enterprises such as Morgan Stanley, Plantronics, Salesforce, King Entertainment, NetSuite, and Creative Artists Agency have achieved secure application and cloud migration, environmental segmentation, compliance, and high-value application protection from breaches and threats with no changes to applications or infrastructure. For more information, visit or follow @Illumio.

Job Description

As an early member of the support team, you will work with industry leading customers in maintaining Illumio’s technology deployments.

Individual will be responsible for logging and updating cases, informing customers of the status and providing solution(s) as they become known, in a professional timely fashion, over the lifetime of the support request.

Escalation Engineers should understand customer system, configuration, analyze problems, identify defects and recommend solutions.

Work closely with customers, other support engineers, development, sales and others as needed, to gain knowledge and provide solutions.

Setting customer expectations appropriately and accurately is also required.


•Minimum of 5 years experience in a technical support position, preferably with a networking technology company.

•Deep knowledge of UNIX/Linux/MS platforms and other related areas. Networking expertise required.

•S/he should be highly analytical with the ability to derive facts quickly, methodically, and accurately.

•This is a customer-facing role where as a Technical Support Engineer you will work to solve product and network problems of low to high complexity and act as a focal point for Customer network problem resolution.

•As the Escalation Engineer, you must be able to effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems.


Excellent analytical and problem-solving skills.

•Excellent communication skills.

•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.

Nice to have:

•Bash, Ruby, Python or similar scripting experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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