Sr. Escalations Engineer

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

Be part of the team that defends the networks the world depends on

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.

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.

About the Role

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.

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.

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.

What You'll Do

• Serve as a primary technical point of contact for customer support cases and escalations, including existing customers and Proofs of Concept (POCs).


• Own complex Tier 3 customer issues from initial investigation through resolution, providing clear and timely communication throughout the process.


• Troubleshoot issues 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 in accordance with established 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, product feedback, and customer requirements that can improve the reliability and usability of Corelight products.


• Guide and mentor other members of the Tier 3 Support organization and Sales Engineering teams on technical issues, troubleshooting approaches, and solutions.

What You'll Bring

• 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.


• Strong networking knowledge, including TCP/IP and common application protocols such as DNS, HTTP/S, SMB, and TLS/SSL.


• Experience troubleshooting hardware, systems, and network infrastructure in complex technical environments.


• Experience analyzing network traffic and packet captures using tools such as tcpdump, Wireshark, or similar technologies.


• Experience with cloud environments such as AWS, Azure, or GCP and familiarity with virtualization technologies.


• Foundational knowledge of cybersecurity, network security, incident response, or threat detection concepts. Deeper cybersecurity experience is a plus.


• Scripting or automation experience using Python, Zeek scripting, or similar technologies is a plus.


• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to customers and internal stakeholders.


• Demonstrated ability to manage customer escalations, set expectations, and maintain ownership through resolution.


• Ability to participate in on‑call or weekend coverage as needed to support customer SLAs.


• Bachelor’s degree in Computer Science, Electrical Engineering, MIS, a related technical field, or equivalent practical experience.


• Professional security certifications such as CISSP, CISM, GIAC, or similar credentials are a plus.

Why Join Us?

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. 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.

We are looking forward to meeting you. Check us out at www.corelight.com