Senior Escalations Engineer

About Corelight

Corelight safeguards some of the most critical networks worldwide, from international commerce to national security, by providing elite and steadfast network defense solutions. As cyber threats evolve rapidly, Corelight transforms data from physical, virtual, and cloud systems into actionable intelligence, enabling defenders to illuminate blind spots and anticipate emerging risks. Leveraging open-source foundations and advanced AI technologies, Corelight empowers teams to detect sophisticated threats with unparalleled clarity and effectiveness.

Role Overview

The Senior Escalations Engineer position within the Customer Success team acts as a trusted technical advisor, managing complex product, system, and network-related issues for our clients. As a senior Tier 3 support member, you will be responsible for investigating and resolving customer problems across Corelight solutions, Linux systems, hardware, networking, cloud platforms, and client infrastructures. This role involves close collaboration with customers and internal teams including Engineering, Product Management, and Sales Engineering to ensure high-quality resolution and customer satisfaction.

Key Responsibilities

• Function as the primary technical contact for advanced customer support cases and escalations, covering both existing client accounts and Proofs of Concept.
• Take full ownership of complex Tier 3 issues, conducting thorough investigations and providing timely updates until resolution.
• Perform troubleshooting across Corelight products, Linux/UNIX platforms, physical hardware, network setups, cloud deployments, and customer IT environments.
• Analyze logs, packet captures, network activities, and system diagnostics to isolate problems and determine root causes.
• Recommend technical fixes including configuration and network modifications tailored to customer environments.
• Offer expert technical advice, best practice guidance, and expedited support for Corelight solutions.
• Maintain consistent communication with customers and internal stakeholders aligned with defined service level agreements.
• Partner cross-functionally with Engineering, Product Management, Sales Engineering, and others to resolve complex challenges and enhance customer experiences.
• Advocate for customers by identifying recurring issues and providing product feedback to inform improvements in reliability and usability.
• Mentor and guide Tier 3 support colleagues and sales engineers in technical problem-solving methods and effective troubleshooting strategies.

Qualifications and Skills

• At least seven years’ hands-on experience in technical post-sales support, escalation engineering, systems administration, or networking within a customer-facing role.
• A track record of resolving complex Tier 3 technical issues through root cause analysis and resolution management.
• Expertise in installing, configuring, managing, and troubleshooting Linux and UNIX operating systems.
• Strong networking fundamentals, including proficiency with TCP/IP and common protocols such as DNS, HTTP/S, SMB, and TLS/SSL.
• Experience resolving issues related to hardware, systems, and network infrastructure in sophisticated environments.
• Proficiency in analyzing network traffic and packet captures via tools like tcpdump or Wireshark.
• Familiarity with cloud computing platforms such as AWS, Azure, or Google Cloud, as well as virtualization technologies.
• Basic understanding of cybersecurity principles, including network security, incident response, and threat detection; advanced expertise is advantageous.
• Experience in scripting or automation using languages like Python or Zeek scripting is beneficial.
• Strong communication skills, capable of clearly explaining technical information to both customers and internal teams.
• Proven ability to manage escalations effectively, set realistic expectations, and maintain accountability through issue closure.
• Willingness to participate in on-call rotations or weekend support to meet customer SLA commitments.
• Bachelor’s degree in Computer Science, Electrical Engineering, Management Information Systems, or equivalent practical experience.
• Professional security certifications (e.g., CISSP, CISM, GIAC) are a plus.

Why Join Corelight?

Supported by leading venture capital firms like Crowdstrike, Accel, and Insight, Corelight is rapidly expanding as a premier network detection and response platform. Our inclusive and collaborative culture supports diversity, neurodiversity, curiosity, and humility, fostering an environment where all innovators can tackle complex cybersecurity challenges effectively and contribute their utmost.