About the job
Senior Escalation Engineer
Are you passionate about safeguarding the digital world from cyber threats?
At Corelight, we advocate that the most effective strategy for managing cybersecurity risks begins with network-level insights. Unlike many security technologies, such as endpoint detection and firewalls, attackers cannot evade the digital footprints they leave behind on the networks they infiltrate. Built on pioneering open-source technologies from Zeek, Suricata, and YARA, and honed through extensive real-world applications, Corelight converts network data from physical, virtual, and cloud environments into actionable intelligence. Our clients utilize these insights to enhance incident response times and proactively hunt for security threats.
As a Senior Escalation Engineer, you will serve as the essential link between our customers' intricate technical challenges and our cutting-edge engineering solutions. Your role transcends mere support case resolution; you are pivotal in providing the world's most sensitive organizations with the visibility required to thwart cyber attacks. By mastering a breadth of technologies from Linux internals to cloud networking, you will establish yourself as a technical advocate, ensuring that Corelight’s “evidence” remains the benchmark for defenders globally.
Key Responsibilities:
- Drive Technical Resolution: Act as the primary point of contact for complex customer escalations and Proof of Concepts (POCs), ensuring successful outcomes for critical issues.
- Deep-Dive Troubleshooting: Conduct advanced root cause analysis (RCA) encompassing Linux internals, hardware performance, and complex network structures.
- Manage High-Stakes Cases: Coordinate and manage multiple high-priority cases simultaneously, maintaining focus and urgency under pressure.
- Internal Advocacy: Serve as a liaison between field operations and headquarters, translating customer needs into actionable feedback for Engineering and Product Management.
- Deliver Excellence: Provide regular and transparent updates to stakeholders and customers, strictly adhering to defined SLAs while offering best-practice recommendations for Corelight solutions.
- Network Optimization: Identify underlying issues and recommend architectural or configuration adjustments to enhance product reliability and performance.

