Sr. Escalations Engineer

<div class="content-intro"><p><strong>Be part of the team that defends the networks the world depends on</strong></p> <p>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.</p> <p>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.</p></div><h2><span style="font-size: 12pt;"><strong>About the Role</strong></span></h2> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Serve as a primary technical point of contact for customer support cases and escalations, including existing customers and Proofs of Concept (POCs).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own complex Tier 3 customer issues from initial investigation through resolution, providing clear and timely communication throughout the process.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Troubleshoot issues across Corelight products, Linux systems, hardware, networking,