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This role will be a hybrid role (onsite at the Tokyo 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 from 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 in Japan, 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. Analyse 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.

• Handle escalations to R&D as needed.

• Provides updates to technical product documentation as issues are identified and fixed.

• Creates tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties.

• Always interacts with customers directly via email, phone and remote analysis tools. Act as the primary communication contact dealing with customer issues.

• Requirement gathering for new product feature requests from the field.

• Populates content and updates to the company knowledge base for both internal and external users.

• Assists product and account teams when delivering and implementing and testing new product features for specific customers.

• Assists internal field teams whenever a pre-sales issue is reported through to engineering.

Experience:

• Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management.

• Experience with public cloud infrastructure and services.

• A drive to solve practical business problems with client-centric solutions.

• A high attention to detail.

• Strong organizational, problem-solving and systems analysis skills.

• Strong written and verbal communication skills.

• Enjoy learning new technologies, applications, and systems.

• An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication.

• Native Japanese speaker and/or JLPT N1 equivalent.

• Business English proficiency.

Bonus Points:

• Good understanding of modern programming languages, web services, and databases: Ruby, JavaScript, CSS, Apex, REST API, SQL, etc.

• Experience with knowledge management framework and writing KB articles.

• Public cloud certification: AWS, Azure, etc.

About Illumio:

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

Benefits:

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program.#LI-SL1 #LI-HYBRID