Senior Escalation Engineer, Cyber Defense & Networking

Corelight; Australia; On-site; AUD 120,000 - 180,000; Full time

Job summary

Corelight is seeking a Senior Escalation Engineer to join the Customer Success organization as a Tier 3 technical resource. You will own complex customer issues from investigation to resolution, troubleshoot across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure.

You will work with Engineering, Product Management, Sales Engineering and other teams, mentoring junior staff and advocating for customers to improve product usability and

Qualifications

• 7+ years of hands-on technical experience in post-sales support, escalation engineering, systems administration, networking, or a similarly technical customer-facing environment.
• Significant experience troubleshooting complex Tier 3 technical issues and driving problems through root-cause identification and resolution.
• Strong hands-on experience installing, configuring, administering, and troubleshooting Linux/UNIX-based systems.

Responsibilities

• Serve as a primary technical point of contact for customer support cases and escalations, including existing customers and POCs.
• Own complex Tier 3 customer issues from initial investigation through resolution, providing clear and timely communication throughout the process.
• Troubleshoot across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure.
• Analyze logs, packet captures, system behavior, network traffic, and other technical evidence to isolate issues and identify root causes.
• Identify technical issues and recommend solutions, including configuration or network changes within customer environments.
• Provide customers with technical guidance, best practices, and accelerated support for Corelight solutions.
• Maintain regular communication with customers and internal stakeholders per SLAs.
• Partner with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and ensure continuity of the customer experience.
• Advocate for customers by identifying recurring issues and product feedback that improve reliability and usability.
• Guide and mentor other Tier 3 team members on technical issues and troubleshooting approaches.

Skills

Post-sales support

Escalation engineering

Linux/UNIX

Networking

Cloud environments

Python scripting

Communication

Education

Bachelor's degree in Computer Science or related field

Equivalent practical experience

Tools

tcpdump

Wireshark

Job description

Corelight is seeking a Senior Escalation Engineer to join the Customer Success organization as a Tier 3 technical resource. You will own complex customer issues from investigation to resolution, troubleshoot across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure.

You will work with Engineering, Product Management, Sales Engineering and other teams, mentoring junior staff and advocating for customers to improve product usability and