Senior Escalation Engineer, Tier 3 - Cyber Defense

Corelight; Sydney Township (ND); On-site; USD 120,000 - 160,000; Full time

Job summary

Corelight is seeking a Senior Escalation Engineer to join our Customer Success organization. You will own complex Tier 3 issues across Corelight products, Linux systems, networking, and cloud environments, guiding customers from initial investigation to resolution with clear, proactive communication.

As a senior member, you will collaborate with Engineering, Product Management, and Sales Engineering, while mentoring others and driving customer success with best practices and proven

Qualifications

• 7+ years in post-sales support or escalation engineering.
• Strong Linux/UNIX administration experience.
• Proficient in networking (TCP/IP) and common protocols.
• Experience with cloud environments (AWS/Azure/GCP).
• Scripting/automation in Python or similar languages a plus.
• Excellent written and verbal communication with customers.
• Ability to manage escalations and own resolution through to closure.

Responsibilities

• Serve as primary technical contact for customer support cases and escalations.
• Own Tier 3 issues from investigation to resolution with clear updates.
• Troubleshoot Corelight products, Linux systems, networking, and cloud environments.
• Analyze logs, captures, and traffic to identify root causes.
• Provide technical guidance, best practices, and accelerated support.
• Maintain SLAs with regular customer and internal communications.
• Collaborate with Engineering, PM, and Sales Engineering to resolve issues.
• Mentor Tier 3 and Sales Engineering teammates on technical approaches.

Skills

Post-sales support

Escalation engineering

Linux administration

Networking (TCP/IP)

Cloud environments

Scripting (Python)

Customer communication

On-call readiness

Education

Bachelor’s degree in Computer Science or related field

Equivalent practical experience

Tools

tcpdump

Wireshark

AWS

Azure

GCP

Virtualization

Job description

Corelight is seeking a Senior Escalation Engineer to join our Customer Success organization. You will own complex Tier 3 issues across Corelight products, Linux systems, networking, and cloud environments, guiding customers from initial investigation to resolution with clear, proactive communication.

As a senior member, you will collaborate with Engineering, Product Management, and Sales Engineering, while mentoring others and driving customer success with best practices and proven