Escalation Engineer

Escalation Engineer

By making evidence the heart of security, we help customers stay ahead of ever-changing cyber-attacks.

Corelight is a cybersecurity company that transforms network and cloud activity into evidence. Evidence that elite defenders use to proactively hunt for threats, accelerate response to cyber incidents, gain complete network visibility, and create powerful analytics using machine learning and behavioral analysis tools. Easily deployed and available in traditional and SaaS-based formats, Corelight is the industry's fastest-growing Network Detection and Response (NDR) platform. We are the only NDR platform that leverages the power of open-source projects and our own technology to deliver Intrusion Detection (IDS), Network Security Monitoring (NSM), and Smart PCAP solutions. We sell to some of the world's most sensitive, mission-critical large enterprises and government agencies.

We seek a talented, resourceful, and collaborative person to join our Customer Success Escalation team. This person will be our customers' first line of support and ensure a successful outcome for any issues they may experience. The Escalation Engineer is responsible for assistance ranging from basic configuration to advanced troubleshooting and root cause analysis of Linux internals and hardware.

The EE will advocate for customers and provide feedback and customer requirements to Engineering, Product Management and the Sales Organization demonstrating a strong understanding of product architecture and limitations to continue to improve the reliability and usability of Corelight’s products.

Responsibilities include:

• Be the primary point of contact for all customer escalations/support cases including existing customers and POCs (Proof of Concepts).
• Provide regular status updates to Customers and internal stakeholders following advertised SLAs.
• Proven ability to manage and drive multiple high-priority cases simultaneously under pressure
• Provide best practices and accelerated support for Corelight solutions.
• Identify issues and develop and recommend solutions to the problem, including suggesting changes on the customer networks.
• Serve as the internal technical champion and liaison for customer issues, translating customer requirements into structured, actionable feedback for internal teams.

Minimum Qualifications

• 5+ years experience in a hands-on technical role focusing on post-sales support (troubleshooting, system administration, networking, security, etc.).
• Must have a strong understanding of network security, incident response, and threat hunting.
• Proven experience with installation, configuration, and administration of various flavors of UNIX/Linux, including performance monitoring, kernel-level tracing, and debugging system calls, Windows based systems, cloud (AWS, Azure, GCP), and virtualization (ESXi, Hyper-v, etc) and proven ability to troubleshoot issues related to cloud networking and security group configurations.
• Must have strong networking experience, including advanced TCP/IP fundamentals, routing/switching concepts, and common network topologies/protocols (e.g., VLANs, NAT, VPNs).
• Excellent written and verbal communication skills with a proven ability to clearly articulate complex technical concepts to both technical and non-technical audiences, in writing (RCAs) and verbally.
• The position requires participation in a rotational on-call schedule (including nights and weekends) to meet high-priority customer SLAs
• Availability during East Coast business hours is required
• Must be a US citizen
• BS/BA or equivalent in relevant field (CS, EE, MIS)

Additional qualifications

• Zeek scripting and/or Python experience a plus
• Expert application and protocol experience (SMB, HTTP, TLS/SSL including X.509 certificate handling, DNS, etc.).
• Experience with packet captures (PCAP) and utilities (tcpdump, Wireshark, etc.).
• Any professional or expert-level security certifications (CISSP, CISM, GIAC, etc.) are a plus.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable, and passion goes a long way. Even more important than your resume is a clear demonstration of skill, dedication, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role and encourage you to apply if your experience is close to what we’re looking for.

Diversity of background and thought makes for better problem-solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.