Senior Escalation Engineer – Cyber Defense & Networking

Corelight; Sydney; In loco; AUD 150.000 - 180.000; Tempo pieno

Descrizione del lavoro

Corelight is seeking a Senior Escalation Engineer to join our Customer Success team in Sydney. You will own highly technical Tier 3 customer issues, troubleshoot across Corelight products, Linux systems, and cloud environments, and work with Engineering, Product Management, and Sales Engineering to deliver swift resolutions.

You will analyze logs and packet captures to isolate root causes, guide customers with best practices, and maintain strong communication while meeting SLAs.

Competenze

• Minimum 7+ years in post-sales tech support or escalation engineering.
• Strong Linux/UNIX administration and networking knowledge.
• Experience with cloud platforms and troubleshooting complex issues.

Mansioni

• Serve as primary Tier 3 technical contact for escalations and case ownership.
• Troubleshoot Corelight products, Linux, hardware, networking, and cloud environments.
• Analyze logs and network captures to identify root causes and solutions.
• Provide guidance, best practices, and proactive support to customers.
• Maintain SLAs, communicate updates, and collaborate with internal teams.

Conoscenze

Tier 3 support

Linux/UNIX admin

Networking fundamentals

Cloud environments

Python scripting

Customer communication

Formazione

Bachelor’s degree in Computer Science or related

Strumenti

tcpdump

Wireshark

AWS

Azure

GCP

Descrizione del lavoro

Corelight is seeking a Senior Escalation Engineer to join our Customer Success team in Sydney. You will own highly technical Tier 3 customer issues, troubleshoot across Corelight products, Linux systems, and cloud environments, and work with Engineering, Product Management, and Sales Engineering to deliver swift resolutions.

You will analyze logs and packet captures to isolate root causes, guide customers with best practices, and maintain strong communication while meeting SLAs.