Senior Escalations Engineer

About the role

Corelight is seeking a Senior Escalations Engineer to join its Customer Success team. You will act as the primary technical contact for complex support cases, guiding customers through investigation to resolution across a range of products and environments.

Key responsibilities

• Own Tier 3 customer issues from investigation through resolution, communicating clearly with customers and internal teams.
• Troubleshoot across Corelight products, Linux/UNIX systems, hardware, networking, cloud platforms and customer infrastructure.
• Analyze logs, packet captures and network traffic to isolate root causes and recommend configuration or network changes.
• Partner with Engineering, Product Management and Sales Engineering to resolve complex problems and improve product reliability.
• Mentor Tier 3 Support and Sales Engineering colleagues on troubleshooting approaches.

Required profile

• 7+ years of hands‑on post‑sales technical support, escalation engineering or systems administration.
• Proven ability to drive Tier 3 issues to root‑cause resolution and manage customer expectations.
• Strong written and verbal communication skills for explaining complex technical concepts.
• Bachelor’s degree in Computer Science, Engineering or related field, or equivalent experience.

Required skills

• Linux/UNIX installation, configuration, administration and troubleshooting.
• Networking fundamentals: TCP/IP, DNS, HTTP/S, SMB, TLS/SSL.
• Packet analysis using tcpdump, Wireshark or similar tools.
• Experience with cloud environments (AWS, Azure, GCP) and virtualization.
• Scripting/automation with Python, Zeek scripting or similar (optional).