Sr. Escalation Engineer

📋 Description

• Work with industry-leading customers to maintain Illumio deployments.
• Log and update cases; inform customers of status; provide solutions through the lifecycle.
• Understand customer systems and configurations; analyze defects; recommend solutions.
• Collaborate with customers, support engineers, Development, and Sales to resolve issues.
• Set accurate customer expectations.
• Provide technical product support to field engineers; isolate and fix issues.

🎯 Requirements

• Experience as Technical Support Engineer with case management.
• Experience with public cloud infrastructure and services.
• Drive to solve practical business problems with client-centric solutions.
• High attention to detail.
• Strong organizational, problem-solving and systems analysis skills.
• Strong written and verbal communication skills.
• Mandarin Chinese required.

🎁 Benefits

• Bonus points for Ruby, Python, REST API, SQL.
• Public cloud certifications (AWS, Azure).
• Experience with Kubernetes/OpenShift.
• Knowledge management and KB article writing experience.