Senior Tier-3 Escalations Engineer for Network Security

Corelight; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Corelight is seeking a Senior Escalation Engineer to join our Customer Success team. You will own complex Tier 3 issues across Corelight products, Linux systems, hardware, networking, and cloud environments. You’ll collaborate with Engineering and Sales Engineering to deliver timely, high-quality resolutions.

This role requires deep troubleshooting skills, strong customer communication, and the ability to manage escalations end-to-end while upholding SLAs.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 7+ years in post-sales support or escalation engineering.
• Proven ability to troubleshoot complex Tier 3 issues end-to-end.

Responsibilities

• Act as primary technical contact for customer cases and escalations.
• Own Tier 3 issues from investigation to resolution with clear updates.
• Troubleshoot Corelight products, Linux, hardware, networking and cloud environments.
• Analyze logs, captures, and network data to identify root causes.
• Provide guidance, best practices, and accelerated support to customers.
• Maintain SLAs and communicate with stakeholders during resolution.
• Mentor other Tier 3 team members and Sales Engineering.

Skills

Tier 3 support

Linux/UNIX

Networking

Cloud environments

Scripting (Python)

On-call / weekend support

Customer communication

Education

Bachelor's degree in CS/EE/MIS or related field

Tools

tcpdump

Wireshark

Linux/UNIX systems

Job description

Corelight is seeking a Senior Escalation Engineer to join our Customer Success team. You will own complex Tier 3 issues across Corelight products, Linux systems, hardware, networking, and cloud environments. You’ll collaborate with Engineering and Sales Engineering to deliver timely, high-quality resolutions.

This role requires deep troubleshooting skills, strong customer communication, and the ability to manage escalations end-to-end while upholding SLAs.