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- Tasks: Solve tech problems and support clients with innovative security solutions.
- Company: Join a leading cybersecurity firm focused on Zero Trust principles.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team dedicated to excellence in customer service.
- Why this job: Make a real impact by securing critical infrastructures and building strong client relationships.
- Qualifications: Experience in tech support and problem-solving under pressure.
The predicted salary is between 36000 - 60000 £ per year.
No Agency Submissions Accepted. This role will be a hybrid role where you will be onsite at the Reading office three days a week.
About the Team: Illumio’s Support and Services organization ensures our success in deployments, expansions, and in building trusted partnerships with our clients. Joining our team means solving problems that matter—securing over one million workloads globally and stopping cyberattacks and ransomware from spreading into cyber disasters. Illumio is trusted with securing the most sensitive infrastructure in our client’s environments. We are in a unique position from other security companies in that we don’t have 10s or 100s of products to support. When you engage with a client, you will build strong relationships based on expertise for a knowledgeable team that supports you with a precise and proven product portfolio. That, combined with being a Zero Trust Leader, creates a customer‑base that is incredibly loyal and seeking a true partnership. We do everything we can to make our clients successful.
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.
Key Responsibilities:- 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.
- 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.
Escalation Engineer employer: Illumio
Contact Detail:
Illumio Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Illumio on LinkedIn or other platforms. Ask them about their experiences and the company culture. This not only shows your interest but can also give you insider info that might help you stand out in interviews.
✨Tip Number 2
Prepare for those tricky technical questions! Brush up on your problem-solving skills and be ready to demonstrate how you tackle real-world tech issues. We want to see your thought process, so practice explaining your solutions clearly and confidently.
✨Tip Number 3
Showcase your passion for cybersecurity! During interviews, share any relevant projects or experiences that highlight your commitment to the field. Whether it’s a personal project or a challenge you’ve tackled, let us know how you’ve made a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and contributing to our mission of securing client environments.
We think you need these skills to ace Escalation Engineer
Some tips for your application 🫡
Show Your Passion for Problem-Solving: In your application, let us know how much you enjoy tackling tech challenges. Share specific examples of problems you've solved in the past, especially those that required a bit of creative thinking. This will help us see your determination and fit for the role!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that aligns with the Escalation Engineer role. We want to see how your skills match our needs, so don’t be shy about showcasing your technical expertise and customer support experience.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's necessary. We appreciate a well-structured application that makes it easy for us to understand your qualifications and enthusiasm.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly. Plus, it shows us that you're proactive and keen to join our team at Illumio!
How to prepare for a job interview at Illumio
✨Know Your Tech Inside Out
As an Escalation Engineer, you'll need to demonstrate a solid understanding of the technology you'll be working with. Brush up on Illumio’s Adaptive Segmentation Platform and be ready to discuss how it secures workloads. Familiarise yourself with common issues and solutions related to cybersecurity, as this will show your problem-solving skills.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples from your past experiences where you successfully resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your analytical thinking and ability to work under pressure.
✨Build Rapport with Interviewers
Since this role involves building strong relationships with clients, it's essential to demonstrate your interpersonal skills during the interview. Engage with your interviewers, ask insightful questions about their experiences, and express genuine interest in the team and company culture.
✨Understand Customer Expectations
Be prepared to discuss how you would manage customer expectations in challenging situations. Think about how you can communicate effectively and keep clients informed throughout the support process. Highlight any previous experience where you successfully navigated customer relationships.