Support Engineer • Senior

Who you are

You have a strong background in technical support, ideally with 5+ years of experience in a similar role, where you've developed a deep understanding of customer environments and the ability to analyze and resolve issues effectively. Your experience includes working closely with customers to ensure their expectations are met and exceeded, and you thrive in environments where you can build trust and partnerships. You are skilled at managing complex technical problems and can communicate effectively with both technical and non-technical stakeholders. You understand the importance of timely and professional case management, ensuring that all updates and resolutions are communicated clearly to customers. You are proactive in gathering feedback and providing insights to R&D teams to improve product reliability and customer satisfaction.

Desirable

Experience with cybersecurity technologies or cloud environments would be a plus, as would familiarity with microsegmentation and Zero Trust principles. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on customer success.

What you'll do

In this role, you will collaborate with industry-leading customers to implement and maintain Illumio's technology, ensuring that their critical infrastructure is secure and resilient against cyber threats. You will be responsible for managing customer cases, providing timely updates, and delivering effective solutions to complex issues. Your role will involve closely analyzing customer environments to identify problems and propose actionable solutions. You will work in tandem with other support engineers, development teams, and sales to ensure a seamless customer experience. Additionally, you will provide technical feedback to R&D regarding design and reliability, helping to shape the future of Illumio's offerings. You will also be involved in creating and updating technical documentation and developing diagnostic tools to prevent recurrence of issues. Your contributions will directly impact the success of Illumio's customers and the overall effectiveness of the support team.

What we offer

Illumio provides a collaborative work environment where you can make a significant impact on customer success and cybersecurity resilience. You will have the opportunity to work with cutting-edge technology and a talented team dedicated to redefining how organizations protect themselves from cyber threats. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. Join us in our mission to stop cyberattacks before they become disasters and help organizations maintain operational resilience.