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Corelight is seeking a Senior Escalations Engineer to join the Customer Success organization as a trusted technical resource for customers experiencing complex product, system, and network issues. In this Tier 3 Support role, 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 serve as the primary technical point of contact for customer support cases and escalations, including existing customers and Proofs of Concept. Your responsibilities include owning complex Tier 3 customer issues end-to-end with clear and timely communication, analyzing logs, packet captures, system behavior, and network traffic to isolate issues and identify root causes, and providing technical guidance and best practices for Corelight solutions.
You will work directly with customers while partnering closely with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and deliver strong customer experience. Additionally, you will advocate for customers by identifying recurring issues and product feedback that can improve Corelight products, and guide and mentor other members of the Tier 3 Support organization and Sales Engineering teams on technical issues and troubleshooting approaches.
This is a highly technical, hands-on role requiring deep troubleshooting expertise combined with strong customer communication, sound judgment, and the ability to work through complex problems where root cause may not be immediately clear. You will maintain regular communication with customers and internal stakeholders in accordance with established SLAs.
