Sr. Escalations Engineer

About the role

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.