Sr. Escalations Engineer at Corelight

<div class="content-intro"><p><strong>Be part of the team that defends the networks the world depends on</strong></p> <p>Corelight defends the world’s most sensitive networks—from global commerce to national defense—quietly, relentlessly, and with resolve. As cyber threats grow faster and smarter, we serve as the trusted force behind network resilience, putting elite defense within reach.</p> <p>By transforming digital footprints from physical, virtual, and cloud networks into actionable insights, we empower defenders to illuminate blind spots and stay ahead of an evolving threat landscape. Built on open-source innovations and fueled by industry leading agentic AI technology, Corelight helps teams to detect advanced threats and close cases with unprecedented clarity and precision.</p></div><h2><span style="font-size: 12pt;"><strong>About the Role</strong></span></h2> <p><span style="font-size: 12pt;">Corelight is looking for a Senior Escalation Engineer to join our Customer Success organization and serve as a trusted technical resource for customers experiencing complex product, system, and network issues.</span></p> <p><span style="font-size: 12pt;">As a senior member of our Tier 3 Support organization, you will own customer issues from initial investigation through resolution, troubleshooting across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure. You will work directly with customers while partnering closely with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and deliver a strong customer experience.</span></p> <p><span style="font-size: 12pt;">This is a highly technical, hands-on role for someone who combines deep troubleshooting expertise with strong customer communication, sound judgment, and the ability to work through complex problems where the root cause may not be immediately clear.</span></p> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Serve as a primary technical point of contact for customer support cases and escalations, including existing customers and Proofs of Concept (POCs).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own complex Tier 3 customer issues from initial investigation through resolution, providing clear and timely communication throughout the process.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Troubleshoot issues across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Analyze logs, packet captures, system behavior, network traffic, and other technical evidence to isolate issues and identify root causes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify technical issues and recommend solutions, including configuration or network changes within customer environments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Provide customers with technical guidance, best practices, and accelerated support for Corelight solutions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Maintain regular communication with customers and internal stakeholders in accordance with established SLAs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and ensure continuity of the customer experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Advocate for customers by identifying recurring issues, product feedback, and customer requirements that can improve the reliability and usability of Corelight products.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Guide and mentor other members of the Tier 3 Support organization and Sales Engineering teams on technical issues, troubleshooting approaches, and solutions.</span></li> </ul> <h2><span style="font-size: 12pt;"><strong>What You'll Bring</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">7+ years of hands-on technical experience in post-sales support, escalation engineering, systems administration, networking, or a similarly technical customer-facing environment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Significant experience troubleshooting complex Tier 3 technical issues and driving problems through root-cause identification and resolution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong hands-on experience installing, configuring, administering, and troubleshooting Linux/UNIX-based systems.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong networking knowledge, including TCP/IP and common application protocols such as DNS, HTTP/S, SMB, and TLS/SSL.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience troubleshooting hardware, systems, and network infrastructure in complex technical environments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience analyzing network traffic and packet captures using tools such as tcpdump, Wireshark, or similar technologies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with cloud environments such as AWS, Azure, or GCP and familiarity with virtualization technologies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Foundational knowledge of cybersecurity, network security, incident response, or threat detection concepts. Deeper cybersecurity experience is a plus.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Scripting or automation experience using Python, Zeek scripting, or similar technologies is a plus.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to customers and internal stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability to manage customer escalations, set expectations, and maintain ownership through resolution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to participate in on-call or weekend coverage as needed to support customer SLAs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor’s degree in Computer Science, Electrical Engineering, MIS, a related technical field, or equivalent practical experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Professional security certifications such as CISSP, CISM, GIAC, or similar credentials are a plus.</span></li> </ul><div class="content-conclusion"><p><strong>Why Join Us?</strong>&nbsp;</p> <p>Fueled by investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight, Corelight is one of the fastest growing network detection and response platforms in the industry.&nbsp; Our passionate team thrives in a collaborative, inclusive, and geographically distributed culture. We embrace diverse perspectives, neurodiversity, curiosity and low ego results - fostering an environment where every innovator can solve the toughest challenges in cybersecurity and contribute their best work.</p> <p>We are looking forward to meeting you. Check us out at<a href="https://www.corelight.com"> www.corelight.com</a></p></div>