{"id":2470617,"url":"https://alion.io/job/illumio-sr-escalation-engineer-3","title":"Sr. Escalation Engineer","company":{"id":4083,"name":"Illumio","domain":"illumio.com","url":"https://alion.io/company/illumio","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":78,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":160000,"max":192000,"currency":"USD","period":"year","gross":null,"usd_annual":192000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false},{"name":"Zero Trust","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Jupyter Notebook","optional":true},{"name":"Kubernetes","optional":true},{"name":"OpenShift","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true},{"name":"Ruby","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-13T19:16:19Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-16T18:27:02Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Onwards Together!\nIllumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments - stopping the spread of attacks before they become disasters.\nRecognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.\nLocation: US, East-Remote, US, West, Remote\nOur Team's Vision:\nOur Support and Services team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they escalate into disasters.\nWhat sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructures are set up for success every step of the way.\nYour Impact:\nYou will work with industry leading customers in maintaining Illumio’s technology deployments\n\nYou 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\n\nEscalation Engineers need to understand customer systems and configurations. Analyze problems/defects and recommend solutions\n\nBe able to work closely with external customers, other support engineers, Development, Sales and others as needed, to gain knowledge and provide solutions\n\nAbility to set customer expectations appropriately and accurately\n\nProvide 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\n\nProvide design, reliability and other technical feedback to R&D\n\nHandle escalations to R&D as needed\n\nProvides updates to technical product documentation as issues are identified and fixed\n\nAlways interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues\n\nPopulates content and updates to the company knowledge base for both internal and external users\n\nAssists internal field teams whenever a pre-sales issue is reported through to engineering\n\nMentoring team members and provide Peer Learning and Cross-Training\n\nYour Toolkit:\nExperience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management\n\nExpertise with Windows and Linux Operating Systems (AIX and Solaris is a plus)\n\nExperience with public cloud infrastructure and services\n\nA drive to solve practical business problems with client-centric solutions\n\nA high attention to detail\n\nStrong organizational, problem-solving and systems analysis skills\n\nStrong written and verbal communication skills\n\nEnjoy learning new technologies, applications, and systems\n\nAn enthusiastic self-starter with a commitment to learning, customer empathy, and team communication\n\nPlus Factors:\nGood understanding of modern programming languages, web services, and databases: Ruby, Python, Jupyter Notebook, REST API, SQL, etc.\n\nExperience with KCS and writing KB articles\n\nPublic cloud certification: AWS, Azure, etc.\n\nExperience and/or certification in Container Orchestration (Kubernetes, OpenShift, etc.)\n\nExperience with LoadBalancers: F5, Citrix, etc\n\n#LI-JW1 #LI-REMOTE\nOur Commitment\nIllumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.\nAll official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience.\nFor roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.","description_format":"text","description_chars":5305,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Cloud Security","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-13T19:43:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 38 · green card filings: 4","filings_12m":38,"filings_prev_12m":35,"green_card_filings_12m":4,"median_offered_wage_usd":168929,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":72,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":192000,"is_top_pay":true},"html_url":"https://alion.io/job/illumio-sr-escalation-engineer-3","json_url":"https://alion.io/job/illumio-sr-escalation-engineer-3.json","meta":{"generated_at":"2026-10-16T20:56:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1652,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4083},"rest":"https://alion.io/mcp/rest/get_company?id=4083"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fillumio-sr-escalation-engineer-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fillumio-sr-escalation-engineer-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fillumio-sr-escalation-engineer-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/illumio-sr-escalation-engineer-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fillumio-sr-escalation-engineer-3"}]}